Multinational Retailer

Empowering Over
A Million Employees

We created a scalable solution that delivered an intuitive experience based on location, language, and business area.

Overview

Our client, with over a million employees worldwide, is an American multinational retail corporation that operates a chain of hypermarkets, discount department stores, and grocery stores.

Macbook Retailer Service Portal Design

Services

  • Research & Insights
  • Catalog Consulting
  • Wireframe Design
  • High Fidelity Mockups
  • Clickable Prototypes
  • Custom Service Portal Development

01

The Challenge

Our client wanted to create a portal experience that was intuitively designed around the specific needs of their diverse user base across six departments, but they also needed a solution that their internal team could maintain themselves.

"During our discovery phase, we identified ways to reduce customization, simplify navigation, and improve content organization to enable both end users and internal developers to reach their goals more efficiently."

Todd Bashor - Vice President NewRocket

02

Project Goals

Maintainable Feature for Retailer Service Portal Case Study

Make it Maintainable

Based on development best practices, reduce or eliminate custom code to allow for future upgrades

Define Standards for Feature Retailer Service Portal Case Study

Define Standards

Create well defined UI styling and standards that the client could use for internal updates

Personalization Feature for Retailer Service Portal Case Study

Make it Personal

Personalize the data by correctly applying user criteria based on location, language, and business unit

Improve Navigation Feature for Retailer Service Portal Case Study

Improve Navigation

Improve navigation by redefining the catalog taxonomy and implementing more user-friendly language throughout the portal

Easy to Use Feature for Retailer Service Portal Case Study

Make it Easy to Use

Enable content discoverability by improving search functionality

Establish Priority Feature for Retailer Service Portal Case Study

Establish Priority

Develop an intuitive design based on the presentation of the most relevant content at the right time

03

Wireframes

Wireframe Designs for Retailer ServiceNow Service Portal

04

The Solution

To deliver an intuitive user experience based on portal best practices, we stripped out the custom functionality so we could focus on rebuilding the portal from the ground up based on user priorities.

Before

Old Retailer Service Portal Design

After

Retailer ServiceNow Service Portal Design
Homepage of Retailer Service Portal Design on ServiceNow

05

Enhancement Details

Simplified Taxonomies

We implemented a new catalog taxonomy based on a smaller number of intuitive categories and better-defined sub-categories to make it easier to navigate.

Simplified Taxonomies Feature for the Retail Service Portal on ServiceNow
Ticket Status Feature for the Retail Service Portal on ServiceNow

Launched a New Ticket Status Page

The new ticketing page design featured an intuitive layout, and enhanced filtering capabilities that enables users to quickly find the status of a ticket.

Integrated Bulk Approvals

The bulk approvals widget allows approvers to approve or reject multiple requests at the same time to increase efficiency.

Bulk Approvals Feature for the Retail Service Portal on ServiceNow
Custom Code Feature for the Retail Service Portal on ServiceNow

Enhanced Custom Code

We refactored some of the custom code to make upgrades easier and create a baseline for improved functionality and scalability.

Created Engaging Microinteractions

Micro-interactions added personality to the site and made the content more engaging.

Microinteractions Feature for the Retail Service Portal on ServiceNow
Retailer Mac Desktop Mockup Service Portal DesigniPhone Service Portal Design Retailer

06

User Interface

UI of ServiceNow Service Portal for Retailer

Ready to Create Something Extraordinary?

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