Transforming Service Management
How we redesigned enterprise workplace support to unlock $5M+ savings, 2x productivity, and 95% satisfaction.
Annual operational efficiency gains
Fulfillment team efficiency increase
Employee experience rating
Average request resolution time
Project Overview
The Challenge
Enterprise employees were struggling with a fragmented, outdated service management system that led to frustration, inefficient workflows, and significant operational costs.
- Multiple disconnected systems and touchpoints
- Average resolution time of 5+ days for simple requests
- 65% employee satisfaction with IT services
- $8M+ annual operational costs due to inefficiencies
The Solution
We designed a unified, mobile-first platform that streamlined service requests, automated workflows, and provided transparent status tracking for all stakeholders.
- Single, intuitive interface for all service requests
- Intelligent routing and automated approval workflows
- Real-time status tracking and proactive notifications
- Self-service capabilities with guided assistance
Design Process
A human-centered approach focusing on understanding pain points and crafting solutions that work for everyone.
Discover
User interviews, stakeholder mapping, and system analysis to understand current pain points.
Define
Synthesized insights into user personas, journey maps, and clear problem statements.
Design
Iterative prototyping, usability testing, and design system development.
Deliver
Implementation support, training materials, and success metrics tracking.
Key Insights
I just want to know when my laptop will arrive. Right now, I submit a request and it disappears into a black hole. No updates, no timeline, nothing.
Mobile-First Need
78% of users wanted to submit and track requests from their mobile devices
Speed Matters
Users abandon requests if they take more than 3 minutes to complete
Transparency Crucial
Real-time status updates were the #1 requested feature across all user groups
Solution Deep Dive
Smart Request Creation
Intelligent form fields that adapt based on request type, pre-populate known information, and guide users through the process with contextual help.
- Dynamic forms that show only relevant fields
- Auto-complete from previous requests
- Real-time validation and error prevention
Real-time Tracking
Transparent status tracking with proactive notifications keeps users informed throughout the entire request lifecycle.
- Visual timeline with current status
- Automated email and push notifications
- Estimated completion times based on historical data
Results & Impact
Business Impact
User Experience
This transformation has fundamentally changed how our organization operates. What used to take weeks now happens in days, and our employees are finally happy with IT services.
Lessons Learned
What Worked Well
- Early stakeholder alignment prevented scope creep
- Continuous user testing caught usability issues early
- Mobile-first approach exceeded adoption expectations
- Phased rollout allowed for iterative improvements
Areas for Improvement
- Change management needed more upfront investment
- Integration complexity was underestimated initially
- Training materials could have been more comprehensive
- Performance monitoring should start earlier
Want to Learn More?
This case study represents just one aspect of the transformation. I'd love to discuss the full details, including design artifacts, research findings, and implementation strategies.