Simplifying Ticket Generation & Management in ServiceNow — Building a Transparent, Self-Service System.
When our internal ticketing and knowledge management system failed to handle complex user needs, we redesigned it from the ground up—revamping the Information Architecture, System Design, and logic to deliver a more personalized, intuitive, and effortless experience.
4.5
1.8 Min
saved from ticketing journey
System Usability
Score
10+
redundant pages removed
Key learnings included designing for diverse needs discovered during late-stage testing, accommodating entrenched habits from 1.5 years of old-tool usage, and balancing the perspectives of multiple stakeholders to ensure adoption and satisfaction. Result: A faster, cleaner, and globally adaptable tool that users actually enjoy using.