General Services and Helpdesk Simplification

Problem

Staff use general services on a daily basis (for printing, visitor pass, device and software orders, translation services to furniture fixes, parking spots, childcare etc.) . However, these general services for approx. 25000 employees are scattered across multiple websites and applications. Users have to spend a lot of time to find a service and then need assistance in ordering the service. The questions were: how might we enable self service and offer all the 600 services in one place, with easy and quick access to different services? How might we simplify the Helpdesk for these services so that users can be connected with the right helpdesk within the shortest span of time?

Methodology

• Identify key user journeys and scenarios • Understand the user tasks, pain points by user shadow techniques, interviews and surveys
• Understand the service provider journeys and help desk issues
• Understand the usability challenges by performing heuristic evaluations of existing websites
• Understand the different paths taken by the end user to reach a Helpdesk associated with a service with call tree analysis
• Design new information architecture using card sorting
• Create visual mockups for desktop and mobile • Conduct Usability Testing prior to launch

Role

• Lead UX designer with 2 junior UX designers and 1 Visual Designer

Impact

• The general services and helpdesk streamlining has resulted in removing the confusion associated with locating a service
• Users can track progress and completion of requests
• Providers take lesser time in servicing a request
• The two year program will enable complete self-service with AI assistance
and partial automation of the services