My process

• Evaluate the user’s perspective using a survey to collect feedback

• Research the feedback resolution success for the ServiceNow internal users using existing knowledge base data

• Evaluate the existing workflow in the current configuration

• Address design and functionality challenges

• Create design changes and evaluate

redesign goals

• Simplify the feedback resolution workflow by reducing the number of steps and making it intuitive for people to use

• Update the product UI design to guide users through the workflow

• Remove redundancies and unnecessary clutter on the screen

• Minimize number of clicks needed to complete the workflow

• Guide the user to use the newest UI available

Target user group

• Employees using an internal-only knowledge base with content that engineers use to complete their tasks successfully. They are directly responsible for ensuring that customer instances are running properly

• The content and feedback on these articles is critical for operations to run smoothly with minimal customer incidents