This global financial services provider recognized the need to modernize their IT Application Management system. Their one-role-fits-all approach was leaving employees overwhelmed by competing platforms, cluttered design and irrelevant content. It was too much—and not enough—all at the same time. They needed an integrated solution to cater to the needs of each audience and empower them with the tools necessary to increase efficiency.

Working closely with our client, RGP developed a comprehensive plan to address these challenges. Through extensive user-centered and technical research, we documented the current state to inform a modern infrastructure and that streamlined operations and improved the overall customer experience. With an eye on UX best practices and rapid prototyping, we laid out the functional details of an experience vision that would maximize their investment in ServiceNow, while ensuring an inclusive experience for all.