Travel Industry LeaderDigital Catalog Redesign

Travel Leader

Situation

Our client was looking to redesign their IT Support Services Catalog, an enterprise-wide catalog that offers around 430 technical and business services to their employees, enabling them to request services, track the status of their requests, and provide feedback to their service providers.
The current tool was difficult to navigate and therefore not adopted by many users. The reconstruction effort was to improve the experience functionally as well as visually.

Solution

SILK leveraged user analytics and participated in user focus groups to define new workflows and processes for an experience that customers could easily understand to procure internal business and technical services.
Taking a mobile-first approach, the content was tailored for each form factor. Search was made a primary feature in the header, making tasks discoverable to the user. Services were organized with a taxonomy that aligned to customer needs, providing users the ability to submit a request through a shopping cart interaction paradigm. Our development team built the catalog structure and worked with service owners to help implement the changes.

Services Provided

  • Project Management
  • Creative & Experience Design
  • Digital Platform Development

Impact

After successfully addressing the client’s pain points, additional departments elected to adopt our workflow solution, including Security, Finance, Human Resources and Facilities.