CEI Service Now
The Challenge
Submitting service and incident requests through email is being decommissioned, and many of these users haven’t or are reluctant to use the Service Now portal to enter requests.
Project Goals
Identify ways to improve the user navigation flow and reduce the number of steps to submit a request.
Identify the Top Task
Minimize the number of clicks
Use language and terminology your users understand
Reduce task flow distractions
Make a decision based on user facts rather than personal opinions
and debate
Our Approach
In-person, short Interviews / Task Base Usability mini sessions were conducted with CMG technical users and non-technical users. The sessions were recorded with Quicktime video player on Monday, June 5th (Desktop website only) and Thursday, June 8th (Desktop website only). The IDIs were asked to complete a task using the Service Now portal (incident request and service request), examining whether the user knew how to navigate the portal, find the form, and submit their request. These sessions gained feedback on labeling, layout, comprehension, navigation, and likelihood to use.
Findings
We identified 8 recommendations to improve the user experience.
Three are navigational flow changes
Two are landing pages reformatting
Three are related to reformatting the template used to sub a request.
We identified labels & links that need wordsmithing.
We identified missing metadata from most forms which affect the search results.