Employee portal design

Client

Kainga Ora

Key skills

• Stakeholder Engagement

• Testing

• Prototyping

• Product Ownership

• Service Mapping

The challenge

Kainga Ora were looking to improve the efficiency, visibility, and management of its workflows. Through an RFP process, ServiceNow was chosen. ServiceNow is a cloud-based platform for workflow management. It provides the ability to automate workflows and processes, customise as required, manage incident requests, and allow visibility into incident status and resolution.

The approach

Before our implementation partner was finalised, the team carried out current state analysis focusing on internal IT Helpdesk and HR type functions. This included Service Blueprints, Journey Mapping, and Staff User Types.

Our Implementation provider was eventually confirmed as Deloitte. Our approach was to configure rather than customise wherever possible.

Our project was structured into IT Service Management and HR Service Delivery. I was across both workstreams in a Design Team with UX leads, and responsible for the design of an employee portal.

The Design Team carried out prototyping and testing for the structure of the portal. My role evolved to become the Portal Product Owner, liaising with workstream leads, key business stakeholders, and the project.

The outcome

We created a strong foundation for implementing further business functions into ServiceNow.

Feedback from end-users about the launch of the portal was favorable with the key sentiment being it was a big improvement on the old systems.

Highlights

Providing a modern, intuitive, and engaging portal for Kainga Ora people to use. The great team we created between our project people and implantation partner.

Key collaborators

Maria Hale, Business Analysis

Blair Loveday, Business Lead

Moira Clark, Business Lead

Ben La, UX Deloitte

Caleb Pahina, Lead Deloitte

Vignesh Shah, Lead Deloitte