RETAILER IT PORTAL
ITSM Portal
Information architecture
The IT Portal had been around launched a number of years ago but over its time had never had review of its content and structure since its inception with 100+ forms on the portal. Staff were finding it increasingly difficult to raise and track their IT tickets. It was also a very uninspiring place to visit, compounding a less-than-ideal experience.
On the project, I interviewed stakeholders, process owners, users to understand their current experience with the portal and reviewed data about usage of forms.
I also conducted card sorting workshops to better understand how the business would categorise forms so that it was easier to find the one that addressed their needs, in language that made sense to them.
As part of the experience uplift, I also updated the interface to match the brand palette and created icons to better help guide users to their destination.
