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Taming the process and improving User Experience
The Challenge
Human error and Time consuming task
I was brought onto a project expanding the capability of the Medical Compliance Governance Operational Portal. The existing workflow was the definition of "manual": an intricate web of unrecorded phone calls, ad-hoc emails, and verbal agreements.
This process was a ticking time bomb for human error, creating a massive vulnerability. Tracking compliance decisions was incredibly difficult for followups, and preparing for an audit felt almost impossible. Our mission was to migrate this chaos to the ServiceNow platform, not only to automate the steps but to fundamental enhance the entire governance process.
The Approach
Strategy, Bridging Feasibility and Usability
My role was to guide the Product Owner through the UX journey, ensuring the new automated system actually met user needs.
I began by deep-diving into stakeholder interviews and focus groups to map their current pain points. Simultaneously, I partnered with ServiceNow architects to understand the technical feasibility of the CSM (Customer Service Management) tool and Unified Agent Workspace.
A critical decision emerged early: we rejected the "plain vanilla" out-of-the-box ServiceNow UI. Our users, who were not tech-savvy, found the default interface confusing, leading to extremely low acceptance during initial A/B testing. We needed a tailored solution.
The Outcome
Results Achieved 105% Success
The solution lay in harmonization. We didn't fight the technical constraints; we worked with them. I implemented the refined Roche Design System UI by identifying and modernizing the most user-friendly ServiceNow components that aligned with our strict design principles. We introduced advanced logic to streamline forms, tailoring the experience to the user’s specific role.
The response was overwhelming: 100% positive feedback and immediate user adoption. The customized, intuitive design allowed non-tech-savvy users to navigate the system with ease. Human error was virtually eliminated, and our streamlined processes achieved an unexpected 105% success rate against our project goals.
Figma link to wireframe
