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After launching a complete overhaul of their employee portal, a leading financial services provider was still facing challenges with low adoption and overburdened IT support staff. In fact, 90% of all IT support requests were still coming in by phone and they wanted to know why—and how to fix it.

In collaboration with ServiceNow and the Client Support team, Veracity set out to gain a comprehensive understanding of the problems users were facing in order to reduce reliance on the call center. By analyzing data collected through surveys, heuristic evaluations and moderated feedback workshops, we designed a service blueprint for a cohesive end-state vision that tackled user issues, like the lack of visibility, an overly complex content structure and workflow inefficiencies that made it difficult for employees to find and track the status of their tickets. In the end, Veracity delivered a user research strategy to support a transparent process and empower users to tackle their challenges independently.

Our transformative user research strategy decreased a 90% reliance on live support by empowering users to tackle their challenges independently.

Reducing Dependence on Phone Support through Ask Now

To understand the key objectives and challenges of Ask Now, we conducted numerous stakeholder and user interviews. Through this process, users expressed a desire for role-based content. By developing five unique user archetypes, Veracity developed a strategy to curate content by user criteria, provide suggestions based on past requests and auto-fill forms based on a user’s existing profile—making it easy to get information that’s most important, when they need it.

Increasing Efficiency through Intuitive, Transparent Support

Veracity focused our recommendations on enhancing processes, timing and user convenience to tackle an overwhelming need for more transparency. With features like the ability to schedule a call with a support agent, enhanced chat functionality, tutorials on how to use the Ask Now portal and improved search functionality—users would now be able to spend more valuable time focusing on high priority work.

Empowering Users to Tackle Challenges Independently

Through surveys, user workshops and data from heuristic analysis, Veracity was able to identify and address usability concerns through thoughtful design recommendations. Cutting back on technical jargon in the navigation provided context for previously misunderstood taxonomy and inspired confident clicks. Changing drop-down menus with limited choices to radio buttons reduced the amount of time it took for users to get to what they needed. And simply reducing the size of the prominent “Call Service Desk” button at the top of each request page encouraged users to self-serve before picking up the phone.

Project Outcomes

Interview Participants Providing Deep Insights & Feedback
User Group Categories Derived From Survey Results
Usability Heuristics Analyzed for Intuitive, Transparent Support Recommendations