JOEL FISHER

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Case Study

Back to work

Getting it fixed

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 Their outdated support system led to delays, frustrated staff, and operational inefficiencies.

Getting it fixed

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 Their outdated support system led to delays, frustrated staff, and operational inefficiencies.

Approach

Optimizing IT support for a leading media company

  • Analyzed body camera data workflows and decision points
  • Designed various dashboards and alert-driven interfaces for rapid situational awareness
  • Focused on hierarchy and speed of interpretation

Outcomes

Delivered redesigned interfaces that enabled faster understanding of critical information during video reviews and briefings.

  • Improved usability of complex video-derived data
  • Enabled quicker, more informed decision-making
  • Reduced time spent reviewing raw footage
  • Supported operational efficiency in public safety contexts

Client

CNN

Firm

KPMG

Year

2025

Role

UX Strategy & Design Lead

Scope

Responsible for interaction design and interface simplification across multiple operational views.

Visuals

Visual Portfolio, Posts & Image Gallery for WordPress

large_journey

Interview insights

Service portal

Request catalog

Approval queue

Req

Style guide / Design system

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Outdated ticket system causing downtime and frustration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

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

“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