Vestas
Duration
4 months
My role
UI Designer
Completed
2024
Technology
ServiceNow
Problem statement
Vestas came to Devoteam in 2024 wanting help with their internal IT ServiceNow portal. The old portal was outdated, and maintenance for that type of portal was soon being discontinued by ServiceNow.
Secondly, Vestas had piled up a large amount of catalogue items and knowledge articles in their portal, and had lost overview of that – there was no clear structure or categorizing, different services were fragmented onto different platforms etc.
Vestas wanted a one-stop-shop, streamlined and intuitive portal for all things internal IT.
Getting started
Our main objective in this project was to do extensive UX work on the huge service catalogue on the Vestas portal. Over 300 different catalogue items existed already, some were duplicates, some were obsolete, and some were just not intuitive.
Through many weeks, we categorized, renamed and rewrote the majority of the catalogue items, creating a new and intuitive structure on the service catalogue. We tested regularly on users all around the world, making them find certain items in the catalogue, noting down how they maneuvered and where they went wrong.
Together with UX writers internally from Vestas, we created a new structure and set of guidelines for creating knowledge articles, to make sure all articles followed the same layout. We gave the old articles better headlines, and categorized them so they were easy to find.
Forms
In ServiceNow, when referring to “catalogue items”, there’s being referred to different forms. Forms for ordering equipment, reporting errors etc.
Per default, ServiceNow offers a variety of customizable forms to choose from — however, creating an intuitive and user-friendly form is an art in itself.
To make the process as short as possible for the user, it’s important to help the user accurately input all the information necessary to fill the order. If a lot of information is needed, it can quickly clutter up a form, making it unmanageable for the users.
On the other hand, if the form is too sparse and doesn’t ask correct question, the support is not given all necessary information to complete the request.
In this project, we helped Vestas redesign their forms, introducing a new, custom form type with divided steps/tabs. To support them going forward, we documented all design decisions and created training material to help them create good forms in the future.
Launch
The project is expected to launch end of December 2024.