Case Study

Back to work

Getting it fixed

Optimizing IT support for a leading media company

A major media company faced frequent downtime when essential hardware like cameras and microphones failed.
Their outdated support system led to delays, frustrated staff, and operational inefficiencies.

I stepped in as the UX Strategy & Design Lead to streamline the solution using ServiceNow.

At a glance

Challenge
Outdated ticket system causing downtime and frustration

Role
UX Strategy & Design Lead

Goal
Streamline support requests via a user-focused redesign

Process
Full human-centered design process
(Research – Launch)

Team
4 Developers (3 offshore)
1 ServiceNow implementation lead

Outcome
Faster response times, fewer disruptions, improved satisfaction

Screenshots

The Results

By implementing a modern, user-friendly ticketing system, we significantly improved IT response times and reduced operational disruptions. The new platform streamlined hardware support requests, empowering employees to get the help they needed faster and with less frustration.

0

Months

0

% efficiency increase

0

Satisfaction score

The Approach

User insight gathering

  • Conducted 32 in-depth user interviews (including IT staff and end users) across 5 observation sessions
  • Performed over-the-shoulder observations to see how the current ticketing system was used in real-time

Define users & Insights

  • Developed mini‑personas for two primary user groups: IT support staff and end users
  • Highlighted their workflows, pain points, and needs to inform design strategy

Customer journey mapping

  • Laid out the full support experience in three stages:
    • Identifying the problem
    • Submitting a ticket
    • Resolving the issue and closing the ticket
  • Applied targeted usability improvements and motivational design to encourage user adoption

Design & Implementation

  • Designed 25 wireframes to define layout and functionality
  • Built a clickable prototype for stakeholder testing before visual design
  • Designed a mobile‑first, responsive interface integrated into ServiceNow
  • Delivered high‑fidelity designs, interaction animations, and detailed specs
  • The design was so well-received that it became the basis for the company’s new intranet

Design system & Handoff

  • Created a comprehensive design system and style guide
  • Provided pixel-perfect implementation specs and ongoing visual QA support for long-term scalability

“Based on the findings and insights, ServiceNow was the obvious choice”

VP, Project Management

Lessons Learned

  • A 24-hour news organization never stops
    IT support must be built for speed and efficiency.
  • Listening is a critical skill in user interviews
    Users often reveal more in casual conversations than in structured Q&A.
  • ServiceNow is powerful but complex
    Customization requires a balance between flexibility and usability.
  • Creating internal “champions” is key
    Having advocates within the company ensures smoother adoption of new tools.
  • Frequent progress updates drive buy-in
    Regular presentations helped align stakeholders and speed up approvals.
  • A well-designed ticketing system can have a massive impact
    When done right, it streamlines operations and improves employee experience