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Employee Center Portal Redesign (ServiceNow)

Reframing an Internal IT System into a Human-Centered Service Experience

HDFC Bank | Enterprise Internal Portal

Context

ServiceNow functioned as HDFC Bank’s internal IT service portal used by employees across departments. While technically robust, the experience behaved more like a backend IT console exposed to users rather than a service layer built for them.

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My role involved restructuring the portal experience across information architecture, ticket creation flows, dashboards, and notification systems — with the goal of making it intuitive, scalable, and aligned with how users actually think about problems.

The Core Problem

Employees weren’t struggling to raise tickets.

They were struggling to:

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Find the right form

Choose the correct category

Understand technical language

Know what happens after submission

The portal mirrored internal organizational structures instead of user intent. As a result:

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