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TECHNOLOGY

Human-Centric Design Transforms Service Platform

The Challenge

A cloud computing company’s service portal lacked human-centric design, leading to an inconsistent user interface (UI), a fractured information architecture and poor navigation features. Although the cloud-based service portal was known for its robust, configurable features and domain workflow, the company’s customers wanted a more consistent, innovative and intuitive user experience across every scheduled six-month product release. The company approached Cognizant to reimagine the platform and roll out the revamped portal to its employees globally.

Our Approach

Cognizant kick-started the engagement by auditing the company’s applications and hosting design thinking workshops. From this we concluded that the portal was dated and not mobile-friendly. It also had an inconsistent user interface and navigation across applications, and failed to reflect brand consistency. We proposed an employee-centric approach to designing enterprise service management applications by developing guiding principles and crafting a design theme suitable for all IT applications.

We centralized the information, making it contextual and easy to find, which facilitated early adoption of the platform. We also introduced a global smart search, personalized dashboards and AI-driven chatbots to the platform, as well as a knowledgebase that provides additional insights such as “top rated” and “most viewed” content.

In addition to developing scalable and responsive designs for mobile and desktop options, we defined a living UI toolkit so designers and engineers can reuse the design style of components, ensuring a consistent experience across applications.

Personalized Portal Simplifies Experience, Improves Adoption by Employees Globally

After the launch and adoption of the all-new portal, with enhanced features like improved search by keywords and a virtual assistant, it quickly became the one-stop destination for the service needs of the company’s more than 7,000 employees. The platform showcases the company’s own success story to its customers as an example of how improving the employee experience can transform enterprise needs.

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81%

increase in employee adoption rate

Improved

productivity and time to market through consistent design features

Increased

self-service tickets through a virtual assistant powered by artificial intelligence

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