TechAssist is a Service Now based redesign project for a portal that serves as the platform for all ANZ employees to get tech-related products, services and help guides.
TechAssist was created to replace TechConnect, making it available globally to all of ANZ staff to order and get assistance with technology. The various improvements for TechAssist included making it mobile friendly, aligning it closer to the ANZ brand, better utilising all of ServiceNow's updated features and making it usable for people with disabilities.
A team of 5 (2 BAs, 2 Designers, 1 Developer) worked on TechAssist and launched it successfully after 10 weeks. As the UX/UI designer on the team I conducted user research, created mockups and conducted usability tests.
The existing tool consisted of a variety of issues. Over the 6 months of its existence the tool was riddled with complaint about navigation, readibility and content organisation. The tool was built on ServiceNow but did not utilise a lot of its features, poorly presented information (such as help guides) and had complex processes for simple tasks. This all around provided a poor user experience for a core tool that people had to interact with.
The starting point of the project involved getting buy ins from stakeholders as well as showcasing the capability of the NZ team to own the project. After getting a sign off the first step was to breakdown the problems, understand the constraints as well as the platform (ServiceNow) and prioritise actions.
Following Human-Centred Design principles right from the start helped the team create a pleasant experience on TechAssist. Adopting the agile methodology for the duration of the project helped us stay on top of this large project. User research and testing at various stages helped create a tool that checked all the marks and some more.
Starting with a style guide helped create consistent designs for both the applications while keeping it aligned to ANZs brand. Each of the three main functions on TechAssist were closely looked into and designed with scalability in mind. From navigation to forms, all elements were created considering the diverse audience. It was critical that even the most technologically challenged user could find their way around on TechAssist. The application was also made mobile friendly and now works on all devices ranging from iPhone 5s to VDIs and desktops.
A strong search functionality was designed to make it easy for users to get the information they need without spending any unnecessary time. This included categorising search results of the catalog items as well making elements on various pages searchable. We also touched upon expanded keyword search to help show results for synonyms etc.
The final design was tested in person and remotely with a variety of users including those with vision disabilities and blindness, making the application accessible. I conducted the usability tests and documented the feedback and insights and modified the designs as needed. After the second iteration, the task success metrics went up from 60% to 98%. As a result, TechAssist delivers a more simple, personalised and pleasant experience to all users.