Design the user experience of the Bank Portal, its navigation, processes and internal communication, using the design system of the ServiceNow platform.
Respond to the rising number of clients and service operations maintaining the service level while keeping internal costs low.
Process Automation
Processes Standardisation
The implementation of a pilot for the project allowed several UX improvements. Which gave collaborators the tools and ease to work better, volume and complexity wise. The end client got access to an easier, safer and more comfortable experience.
The Bank needed to improve its costumer service and KPI's while transforming all its processes to a digital solution.
Design a service portal using a custom solution with ServiceNow. A solution with built in features and a design system.
ServicePortal, the default solution from ServiceNow.
The new experience was designed following a deep understanding of not only the business metrics but also the collaborators pain points and inputs.
Several tests were made during prototyping. Using ServicePortal design system and structure became a fast solution when it came to test different layouts and outcomes from users feedback.