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Enhancing a Service Portal for a More Efficient User Experience

UNOS’s mission for the new employee portal was to encourage task completion, streamline internal data exchange and provide a fast and efficient way to get help and access to services.

Enhancing the Employee Experience through ServiceNow

With exceedingly growing services, United Network for Organ Sharing, UNOS, realized that their Service Portal had become disorganized, complicated and inefficient. They needed a portal to provide more efficient access to information, streamlined data exchange capabilities and a solution that empowers employees to complete tasks on their own. Veracity partnered with UNOS to reimagine, redesign, implement and develop a new ServiceNow ITSM portal. Our UX and ServiceNow teams worked collaboratively through several workshops to understand UNOS’s internal challenges and discover opportunities to deliver value. We designed and developed unique components, as well as reorganized their Service Catalog taxonomy for more logical content hierarchy. We created a “One-stop-shop” for all service requests across UNOS departments, with greater usability, efficiency and ability to ensure customer satisfaction.

Services

  • User Research / Focus Groups

  • User Experience Design Services

  • Content Creation & Copywriting

  • Service Management

  • Process Automation

  • ServiceNow Implementation

  • User Research / Focus Groups

  • User Experience Design Services

  • Content Creation & Copywriting

  • Service Management

  • Process Automation

  • ServiceNow Implementation