Streamlining Policy Requests
Transforming the policy request experience for underwriters from a fragmented labyrinth into a seamless journey, using the robust capabilities of ServiceNow’s OOTB components.
The problem
Underwriters were dealing with complicated data entry and navigation issues, which demanded a solution for better clarity and efficiency. The goal went beyond a simple redesign—it was about transforming their entire tool interaction experience.
The Challenge
Navigating the overwhelming array of ServiceNow workspace functionalities required strategic focus. Without a formal research scope, the design depended on a spreadsheet of functionalities and insights from one-on-one meetings with the project manager.
The Solution
The proposed solution involved decluttering and streamlining the interface to ensure a clean and intuitive UI. This approach focused on including only the necessary functionalities, allowing users to concentrate on their tasks without the distraction of extraneous options, thereby enhancing both efficiency and user satisfaction.
A user-focused design was crafted, emphasizing clarity and integrating dynamic inputs to anticipate user needs. Additionally, a consistent and intuitive UI was established, enhancing interaction and providing a seamless user experience despite the constraints.
the Workflow
Discovering Insights
With very limited research scope, the work relied on the provided spreadsheet and one-on-one discussions with the project manager. Not every project includes a research phase, and this required relying on experience and secondary research practices. In this case, it involved combing through the vast ServiceNow components library to identify the right ones.
Design Process
The design process was iterative, with no capability issues due to using ServiceNow's OOTB components. This allowed for back-and-forth adjustments in grouping and sorting various fields, accommodating last-minute additions seamlessly.
Impact
The transformation resulted in improved speed and accuracy, garnering positive feedback and significantly reducing errors. This stands as a testament to thoughtful design addressing real-world needs.
This case study represents a selection of work completed as Lead UX Designer on the ProAssurance Digital Experience Platform between 2022–2025. Most design elements cannot be shown, and business details have been modified or omitted to respect confidentiality. For an in-depth review, please contact me at sarahadi.work@gmail.com