SELF-SUBMIT SCHEDULER & CALL BACK SUPPORT

Project Goal: To assist users in selecting the right channel for their incident support request, the design will create recommendations for updating the IT Help site. We took a phased approach to delivery to provide recommendations for the highest-impact updates as quickly as possible. The primary goals will be to minimize pain points related to user confusion over which channel to select for the most effective support. Additionally, TSR agents supporting self-submit tickets have a lengthy process of trying to get in touch with users to resolve their issues, and this project will streamline that process by allowing users to schedule callback time for support.

Design Objectives: Collaborate with our business and dev partners to improve the employee experience when self-submitting an issue via the IT Help Portal so that employees are aware of ongoing issues and for some common, pre-defined issues can schedule appointments for call-back support that better fits their daily work schedule.

By aligning with our partner’s needs and requirements, leveraging ServiceNow’s design language system (DLS), and HCD best practices for form interaction design can deliver an MVP solution with minimal or no UI customization.

PROBLEM DEFINITION

A brainstorming session was performed by design, business, and development

User Flow

Key objectives

Creating a flow that includes new inputs and outputs
Focus on the intake process from the employee side
Focus on the intake process from the agent side
y-Cord with Buckets team
Do a complete touchpoints output (ex. Comms, errors, etc…) for the process.

User Flow and Interaction Map
This is a final deliverable for development providing a guideline for an MVP 2 release. Included in this interaction map is the recommended solution for the Closed incident email Scheduler link scenario that addresses the scenario of a user who may click the Scheduler link from one or more of the system emails originally provided when the incident was submitted. Also represents incident detail user-facing views for each incident state/status.

TESTING

Created low fidelity comps to test the end to end submission and scheduling experience.

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Assistive Technology (AT) Users Research Findings

Summary of insights: interviewed a range of assistive technology users within the spectrum of Vision, Hearing and Cognitive. I was able to identify their needs and wants foe each segment.

Assistive Technology (AT) Stakeholder Research Findings

Summary of Insights: Interviewed a range of people who are passionate advocates for digital and physical accessibility, with extensive knowledge in accessibility risk, compliance, policies, governance and accommodations. Among them we had directors from the information technology and accessibility operations department, a development Product Owner, a compliance risk manager, an IT systems analyst, accessibility advisor, and a member of the Environmental Health and Safety department. These interviews revealed insights within the following 4 categories: Process, Technology, & Support, Training & Awareness, Ownership & Accountability, Communication & Feedback.