Mobility

Bane NOR has 5500 employees, covering a wide range of areas, from administrative functions such as HR, communication and finance, to engineering, traffic planning and operational field functions, such as maintenance and construction. All staff need access to efficient services (for example, IT services), but their needs may vary depending on their role and functions. However, Bane NOR service platform has not succeeded in offering smooth and user-friendly services, and users struggle to find the information and help they need.

Improving the support experience for all employees

We have based the design on the principle of simplicity – the user interface is offering a hierarchy of choices, introducing information and choices in steps. This avoids the user getting overwhelmed and guides them to where they need to go. By hiding information that is not relevant, it gives the user a more intuitive experience. 

To make sure we were solving the right problems and not only doing a superficial make-over, we gathered insight from the different user groups. Knowing their pain points, we identified a number of priorities that we brought with us in designing the new service portal:

End-user-centric information and interface (not focusing only on the IT department user)

Good usability for employees who do not work in front of a PC (people in the field)

Intuitive and simple interface (limiting choices, buttons and information)

We have simplified the user experience so that choices, information access and search function are based on your role. This gives the employee a smoother experience and saves them time.
Moreover, we have designed the new service portal to align with Bane NOR’s updated brand, ensuring a holistic brand experience. 

An on-brand, simplified, user-centric service portal

Thanks to the research and resources invested in identifying the most crucial pain points for the users, the new service portal has the potential to offer a better experience for the employees and make access to support easier and more efficient. Moreover, by ensuring that we are solving the right problems instead of simply making assumptions about the users’ needs, we avoid spending time and money on developing the wrong solution. 

Last, but not least, the new solution has been elected as 

one of the top ten ServiceNow portals in the world

A user friendly and intuitive ServiceNow employee portal