What is HI Service Portal

It's a central place to Manage Instances, Tasks, and Accounts. Documentation for ServiceNow Internal and External Users. Users can also visit the site for access to comprehensive product documentation and the latest release notes. Community. Connect with ServiceNow users & experts from around the world. In addition to ask questions and discuss issues.

Research

After reading user's feedback for few months. I decided to propose solutions in order to create a better user experience. Two option was proposed to the managers. A top Navigation and a Left navigation.

Option One: Top Navigation

Option Two: Left Navigation

Result

From the research, management decided to go with option one which was the side/left navigation. Left navigation is better in visibility, scalability, spacing and adaption.

Customer Reviews

The customer satisfaction rate has increased by 80% since the redesign. 

The navigation

After few months, the navigation was changed after approval from management.  As a team we brainstormed the information architect, at the end we changed the initial idea from one level to two level navigation. It was refined at this stage by another member of the team.

Federated search

Another enhancement was needed for the search results on the portal. A federated search that combines all the available sources in ServiceNow was a good idea for a better user experience. Here is a community post about the design