This case at a glance
| Client | Major information and communications company (airline group) |
|---|---|
| Challenge | An internal portal that was hard to use and search |
| What we did | Internal portal redesigned with ServiceNow HRSD |
| Products | ServiceNow HRSD |
| Results | Higher portal use and employee satisfaction |
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About the client
• Industry: Major information and communications company (airline group company)
• Company overview: The client mainly develops and maintains services for booking and buying airline tickets in Japan and overseas, checking seats and fares, changes, cancellations, refunds, and other boarding procedures, as well as services for managing mileage. -
Challenges
• Low use due to a complex UI/UX
The existing portal was hard to use, and employees used it only to a limited extent.
• Difficulty searching
Finding the information people needed took time.
• Content not arranged around the flow of work
Content was not organized according to how the work actually flows. -
Solution
• Thorough support in using functions
To make effective use of the many functions of ServiceNow and build a UI/UX that fits how people work, we carefully organized the client's requests and challenges and moved the project forward as part of the client's team.
• Redesigning the internal portal for convenience
Using ServiceNow HRSD functions, we redesigned the internal portal. A simple, clear UI/UX lets employees use it intuitively.
• Faster access to information
Design work to improve search has helped create an environment where people can reach the information they need smoothly.
• Consistent implementation support
We supported everything from requirements definition through design, implementation, testing, and maintenance.
• Information arranged along the flow of work
Content designed with employee adoption in mind has led to a natural arrangement of information that follows the work. -
Results
• Higher portal use
Handling of requests and inquiries became more efficient, speeding up work as a whole.
• More efficient information search
A mechanism that reduces search effort has improved productivity.
• Higher satisfaction through a new UI/UX
An easy to use UI/UX has raised employee satisfaction and also improved adoption within the company.
• Better arrangement of content
Content arranged to make the flow of work clear has made internal operations smoother.
