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.