Service Portal Experience

Project timeline : February 2025 – September 2025

Company : Hôpital du Valais

Team : 1 UX Designer, 1 Application Owner, Developer, 1 Product Owner

Responsabilities :

  • Conducted user research with employees to understand pain points and usage patterns on Service Portal and Employee Center
  • Redesigned and improved UI, uniformizing catalog entries and categories across the platform
  • Collaborated with developers on scripts and UI policies to implement functional improvements
  • Tested all updates on Now Mobile to ensure seamless user experience on mobile devices

Problem & Context

The existing Service Portal was functional but suffered from inconsistent UI and navigation issues, particularly in catalog entries and Employee Center categories. Employees struggled to find the right information, and the mobile experience through the Now Mobile application was suboptimal.

The objective was to improve usability, ensure a consistent look and feel, and optimize workflows for end users, while leveraging ServiceNow platform capabilities.

Process

1. User & Usage Analysis

  • Combined qualitative user feedback with quantitative analysis (usage statistics)
  • Identified the most frequently used catalog items and portal areas, focusing on high-impact improvements
  • Prioritized quick wins that would benefit the largest number of users, especially in a medical context with limited time availability

2. UX / UI Design

  • Designed UI improvements for catalog items and Employee Center using Horizon, the ServiceNow design system
  • Improved visual consistency by adding icons, refining layouts, and simplifying interactions
  • Iterated designs based on user feedback and platform constraints

3. Technical Implementation

  • Implemented improvements directly in ServiceNow using client scripts and UI policies
  • Worked with developers while independently contributing to code and configuration
  • Managed changes through update sets to ensure clean deployment and traceability
  • Customized the Employee Center theme (CSS) to enhance clarity and usability

4. Mobile Testing & Validation

  • Tested all improvements on the Now Mobile App
  • Validated behavior and usability on mobile devices
  • Adjusted interactions to ensure consistency between desktop and mobile experiences

Deliverables

  • Improved Service Portal and Employee Center UI, with a clearer and more consistent user experience
  • Optimized high-usage catalog items, delivering immediate value to a large number of employees
  • Quick wins implemented on critical workflows identified through usage data
  • Enhanced usability for medical staff, reducing friction in daily requests where time is a critical factor
  • Fully tested and deployed improvements on desktop and Now Mobile

@ 2025 Steve Richard