Case Study
Approach
Designed and delivered an employee-centered IT support experience by translating ServiceNow’s platform capabilities into simple, role-aware workflows that worked at CNN’s speed and scale.
- Mapped the end-to-end IT support journey to identify friction, misrouting, and resolution gaps.
- Aligned request language and categories with how employees described real issues.
- Simplified intake and triage flows to reduce cognitive load and help employees submit accurate requests under time-sensitive conditions.
- Used flows and prototypes to align IT, product, and engineering through implementation.
Outcomes
Improved the speed, reliability, and scalability of CNN’s internal IT support experience.
- Reduced misrouted tickets and back-and-forth between support teams.
- Shortened time to resolution for common IT issues.
- Increased employee confidence through clearer requests and predictable outcomes.
- Established reusable ServiceNow patterns to support future automation and self-service
- Launched and rolled out a new application to the entire organization, and held contests and incentives to encourage use
Client
CNN
Firm
KPMG
Year
2025
Role
UX Strategy & Design Lead
Scope
Responsible for interaction design and interface simplification across multiple operational views.
Visuals
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Outdated ticket system causing downtime and frustration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.
Months
% efficiency increase
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