keeping it all connected

The Problem
A Community of Practice at a large technology company was developing ServiceNow applications, but all of the SNow competencies were spread incredibly thin.

They were duplicating efforts, not sharing knowledge, and presented a disjoined front to clients.
The Solution
folio - a central repository of ServiceNow applications where employees could submit code bases, reference other applications, and request client demos to share knowledge across the firm.
Role: Project + Design Lead| Duration: 3 weeks | Digital Tools: Figma, Illustrator, Miro

Research & Discovery

We needed to understand the different user populations that would interact with this tool, so we started off with qualitative research and a cluster analysis.
From here, we developed four core personas to help guide our design.
Budget: $2000/unit
Must be COVID safe & easy to sterilize
Must be easy to construct & move
Materials must be easily cleaned
Will serve a population of 42,000
We learned:
Communication and information sharing was disjointed among different channels
People relied on time-intensive networking to track down the apps they wanted to see
There wasn't a centralized point of information for ServiceNow applications across the entire firm
The core features had to include client demos, code reuse, and inspiration / "gold-standard" applications
We went back to our interviewees and told them our idea, then asked for their help.
The most commonly asked for features:
We explored materials such as painted CNC'd plywood, illusion film, acoustic foam, and textured acrylic. We wanted to incorporate a feeling of nature to promote internal reflection, as well as the juxtaposition of the hospital atmosphere to create a "sanctuary" feeling.

Based on the initial Features, we built out a set of User Flows and oriented them with each of our personas.

To kick off our ideation, we did a quick Crazy 8's exercise to highlight some good ideas (filtering, info splashes), along with some bad ideas (like tinder).

From here, we started low-fidelity wireframes.
At this point, we reviewed the full set of low fidelity wireframes with the SNow team we were working with.

We wanted to assess technical feasibility as well, since this library was ultimately going to be built in SNow. We got great feedback and got the green light to move forward!


Before moving straight to high fidelity, we took some time to develop a style guide that aligned with both the company's standards, as well as adding a fun pop of color.


Project Summary
We delivered the wireframes to the SNow team on time! Roughly ~1 month after delivery, the SNow team had built the library and launched it to the firm’s population. Within 3 months, the library had over 200 SNow applications submitted, 13 client demos requested, and multiple additional features requested.