Case Study

Improving user experience for internal IT Service Portal

Case Study DJCS Service Portal Cover


Department of Justice and Community Safety Victoria (DJCS) has over 11+ agencies within its portfolio and spans over 14,000 staff. The current DJCS Service Portal where internal team members raise tickets for IT support and hardware/software requests is not fit for purpose and employees find it hard to navigate and confusing. This has affected the uptake and staffs are discouraged to use the Service Portal.

The lack of self-service is putting additional pressure on the Technology Solutions team to handle large volumes of unstructured requests submitted via email or phone.

💻 Figma File

Design challenge

The Service Portal is built on ServiceNow platform. Our task was to:

  • Discover the issues with the existing Service Portal design and user experience through human-centred research.
  • Review of the current issues with key user journeys
  • Provide a prioritised set of recommendations and a new UI design to enable and complement these recommendations
  • Implement of the new UI design and key recommendations into the DJCS ServiceNow environment

For this project, we partnered with EnablePS - a dedicated ServiceNow Elite Partner. We approached the project in 2 stages:

  1. Stage 1 - UX review and UI design outcomes
  2. Stage 2 - Development and implementation of the approved UX/UI design


To began, we organised a meeting with all the key stakeholders and members who are involved in the operations of the Service Portal. The kick off meeting gave us a deeper understanding and validation to the pain points that were outlined in the brief.

Analytics review and heuristic evaluation

While our user interviews were getting organised, we began to look at the data in the Service Portal to get a better understanding of how users are currently utilising the portal.

DJCS Service Portal Insights

After synthesising the data, we understand that:

  1. 50% users are currently not using the portal
    From Jan 2020, based on data from Portal timeframe
  2. Requests are getting completed in a short timeframe (0-1 day)
    Request tracking requires improvements, currently only the data only shows 1 stage (submitted > completed)
  3. 90% users are able to submit requests themselves
    Users are not having usability issues, however we don’t have visibility of people who have dropped out completely

In the current user journey, we believe there was friction in the initial stages of the current user journey,

DJCS Service Portal Flow

We also performed a usability inspection on the Service Portal to see how they measure against best practices.

Reframing the problem

The key insights had revealed that requests were getting completed and in a timely manner. However, half of the users were not actively using the portal. We then reframed the problem statement:

How might we...

improve usability of the Service Portal to increase uptake?

increase awareness of the Service Portal amongst employees?

encourage users to take action after learning about the portal?

User interviews

Knowing that there were issues in the initial phases of the portal uptake, we designed our interviews to prompt users with questions relating to the awareness and onboarding phases apart from usability.

DJCS Service Portal Interviews

Having interviewed over 30 interviewees which consist of stakeholders, support staff members and recent portal users, we were able to collect over 400 minutes of recording and 100+ data points. We did an affinity mapping to group common themes and identify patterns.

DJCS Service Portal Affinity Mapping

Mapping out the journey

We organised a playback session to all the key stakeholders and presented a user journey map that highlights areas of contention, focus areas for optimisation, and help us socialise our findings.

From the journey map, the focus areas in the user journey are:

  1. User onboarding is inconsistent
  2. User data captured on the portal is insufficient
  3. Users are not confident using the portal
  4. Portal lacks resources for users to self-service
  5. Feedback not captured and updates not communicated
DJCS Service Portal Journey Map

The journey map played a crucial role as it told the end-to-end story of the different users in the portal. It gave clarity to the other areas outside the portal that required further improvements to provide users with a better user experience. It also helped to open up conversations between the departments to uncover the bigger underlying issues of the operations.

We also included initial recommendations in a report for each of the focus areas.

Bringing it all to life

Based on our research, we’ve uncovered some common themes that we will be imbuing into our new portal designs.

DJCS Service Portal Core Theme

The 3 themes that we’ll really be focusing on are consistency, confidence and usability.

  • By having consistency in the portal, it helps to build trust.
  • A high-quality look and feel portal, in line with the branding builds confidence for users to submit forms.
  • Most importantly, increasing the usability of the overall experience.

We also created a moodboard that functions as our guiding star as we progress with the designs the portal.

DJCS Service Portal Moodboard

Final designs

In our final designs, we utilised the design assets provided by DJCS to create consistency and build confidence with the users. From our research, users were not confident in ticket submissions as there were 3 different portals. Having a consistent look and feel throughout the portal gave the users confidence that were navigating within the DJCS Service Portal.

We strategically placed various functionalities and widgets on the homepage to help with usability. We also added a panel to broadcast new improvements made to the portal. Users mentioned that they were not aware that improvements have been made since the last time they've used the portal. Feedback forms were also strategically placed in various sections of the portal to capture feedback from users. This will allow DJCS to identify areas for improvements for their users.

As EnablePS were restructuring the catalogue items and simplifying the request forms, we created various templates for different pages to support them with building the new improved forms and pages.

DJCS Service Portal Designs


The final designs have been approved and delivered to Enable for build. The stakeholders were happy with the overall designs and usability improvements.

We will be adding more tracking to the data to allow us to measure how successful it is as compared the current portal in a few months time after the launch.

Interact with the prototype here 👈