Solo designer for ServiceNow’s ITSM Workforce Optimization, I revamped the coaching workflow, enhancing usability and efficiency. My design streamlined the user journey, significantly reducing navigation complexity. This overhaul led to a 35% increase in task completion efficiency and a 25% boost in user satisfaction.
We are designing for IT Service Desk Managers and agents using the ServiceNow ITSM Workforce Optimization tool. Manager require an efficient, user-friendly interface for managing, coaching, and tracking team performance.
The current workflow is complex and inefficient. Manager face difficulties with fragmented user flow and accessing essential performance assessment records, leading to decreased task completion rates and increased user frustration.
Problem: It's unclear to users that there are multiple stages of the "Coaching Assessment" form, and participant often get lost.
Our team thoroughly reviewed each persona associated with the ITSM coaching workflow. We carefully analyzed and discussed the unique challenges faced by each. This led to the formulation of a unified problem statement that encapsulated the key issues affecting multiple personas, ensuring a broad yet targeted approach to our design solutions.
From usage pattern alignment workshop, the playbook components is better compoent choice than side bar for main task workflow and side bar better suited for supplementary content like filters or contextual aid.
It become clear Playbook offers a smoother navigation experience for users, ensuring tasks are completed efficiently without confusion or overwhelm.
Once I created prototype, the team decided to concept testings, with goal of understand if the new design can assist with coaching opportunities & coaching assessment. and also to understanding the opportunities for design iteration.
This approach informed a more focused and effective redesign, guiding the next iteration of our prototype towards better alignment with user needs and workflow efficiency.
The big leanring: Ensuring our tools not only achieve efficiency but also resonate on a human level.
The big take away is that coaches prefer directly talks with trainees for non-technical issues before commenting, assigning courses, or updating skills. and it reminded me, When I was designing systems, processes, and tools, sometimes it's easy for me to only focus on the technology's capabilities. but forgot that there's a human user on the other end.
So when I redesign v2 design, i was trying to ensure our tools not only achieve efficiency but also resonate on a human level.