Case Study


May 2, 2019 10:21 am by servicestack

UI-UX ServiceNow

Re-designing User experience of a Supplier and Contract Management solution – UI/UX Case Study UI/UX Architect

Problem Statement

Service Portal used by the customer needed to be enhanced in such a way that it became more user friendly and resolved existing portability issues across device types. Portal also needed to be more responsive at all times with little to zero performance issues.



  • Unwanted scrollers were present on the existing Iframes and Pages leading to discomfort in user experience
  • Existing Portal was NOT mobile/tablet friendly and unresponsive at times so the service request could not be omni channel
  • Existing Portal did not have ‘user personas’ driven information architecture to drive the right usability of the portal to different user groups
  • Existing Portal did not have a registration process increasing the risk of unauthorized access

Stackian’s Approach

  • Conducted requirement gathering workshops which revolved on clearly identifying personas and their user journeys
  • Conducted in-depth analysis of client’s UX designs and compared it with the industry benchmarks and suggested improvements
  • Created and presented multiple UI design options to customer for reviews
  • Made sure that all design options are aligned to the branding guidelines, themes and user experience
  • Best – fitting design was finalised and the governance process ensured proper sign offs from customer
  • Adopted responsive coding practice which lead to mobile friendly user experience.
  • Replaced the deprecated widgets with the latest
  • Integrated with 3rd party libraries ensuring flexibility of the solution


  • Overall Look and feel of the customer portal was aligned to industry standards and the portal looked more attractive
  • Portal was responsive to mobile devices such as cell phone, tablets
  • New UI/UX design was more user friendly and presentable reducing 3 click functionality to a single click