Multi-Department Service Portal Strategy & Enhancement

ServiceNow Service Portal
We helped create an organized portal structure that accommodates a modern design experience and streamlines Merck's inter-departmental processes.

Overview

Merck is a German multinational pharmaceutical, chemical, and life sciences company headquartered in Darmstadt, with approximately 50,000 employees in 70 countries.

The Challenge

Merck came to us to build a unified portal experience that seamlessly combined multiple departments and processes, but still allowed each department to have some autonomy. Merck previously deployed six separate portals that did not share common aesthetics, organization, or functionality. The challenge was bringing everything together while making room for more departments in the future.

The Solution

Creating a successful end product required setting a singular vision with key stakeholders that facilitated future growth. The previously built portals included a considerable amount of custom functionality, so enabling a viable data model and process for the new portal was a huge undertaking.

We began by creating a responsive page that displays a consolidated list view of a user’s active tickets across different departments. It was important to have this view be consistent across their multi-department portal.

To unify their business units and alleviate the disconnection between departments, we designed a dashboard (built on top of our RocketFuel widget suite) that displays top destinations filtered through user criteria. This provided a way for users to easily navigate through the Merck catalog and submit items more efficiently.

To accommodate Merck’s global user-base, we applied our translation assistant tool (ISS) to supercharge translation efforts, promote maintainability, and improve communication for thousands of employees across 70 countries.

Project Highlights

Ticket System Service Portal Feature
Ticket System

Implemented a new ticket system that provides Merck employees with a consolidated view of their tickets across different departments.

Service Catalog Service Portal Feature
Defined Catalog

Designed a dashboard that displays top destinations filtered through user criteria, and allows users to easily navigate through the Merck catalog and submit items more efficiently.

Subsidiary Impersonation Service Portal Feature
Subsidiary Impersonation

Provided enhancements that allow selected users to request different services or view knowledge articles on behalf of another user.

Multilingual Translations for Service Portal
Multilingual Translations

Implemented our translation tool (ISS) to supercharge translation efforts, promote maintainability, and improve communication for Merck’s global user-base.

Before
Legacy Merck Service Portal
After
NewRocket Merck ServiceNow Service Portal Design
ServiceNow Service Portal Design Mockup for Merck
Service Portal Mobile App
ServiceNow Mobile Search Screenshot
Mobile Tickets Screenshot of Merck ServiceNow Service Portal

Services

  • Research & Insights
  • Catalog Consulting
  • Wireframe Design
  • High Fidelity Mockups
  • Clickable Prototypes
  • Service Portal Development
Merck ServiceNow Service Portal MockupMobile Mockup of Merck ServiceNow Portal
UI of ServiceNow Service Portal for Merck
Ready to Create Something Extraordinary?
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