Measuring Return on Investment for Service Portal Software UX Design

How much time and money could your business save?

Inefficient processes in workplace departments from Human Resources to Information Technology, cost businesses hidden time and money. This negatively impacts employee job satisfaction. By providing an optimum service portal to employees, your department can maximize its investment by first understanding how they work and where they struggle. 

Using outdated systems and manual processes negatively impacts productivity, communication, and hinders the speed that work can be accomplished. Click To Tweet

When using software is not efficient, too much effort is spent by departments to resolve support tickets, answer phone calls, and manage emails. Generally, employees don’t have a choice in the technology they must use for work. When a system is difficult to use, employees are left feeling frustrated. Long term, this affects job satisfaction, workplace reputation, and employee loyalty rates.

At the outset of a user-centered design process, UX designers and business teams work together to evaluate existing systems at an organization to learn how services and work is performed. User experience design incorporates real people into the process and is the basis for making interface decisions. By talking to stakeholders and actual end users, we learn about their existing processes and workflows to design for how they work.

We uncover themes, pain points, and areas of breakdown that prevent people from accomplishing goals and being most productive.

During both the discovery and requirements phases of the design process, our teams work to help you prioritize metrics that are important to an organization’s success and what parts of a service should be measured. With this information, the potential value of an improved software system can be calculated.

There are different types of metrics Cask can use to measure the performance of a system.

ServiceNow offers many powerful capabilities for analyzing metrics and leveraging reporting to empower business stakeholders to make informed decisions. Click To Tweet

These types of analytics are critical for measuring system performance, KPIs, and business success metrics. But how can we measure an interface design to understand its effectiveness?

For example, after learning about user pain points and observing them working with existing systems, we can establish a baseline of how long it takes users to perform certain tasks.

By creating an interactive prototype that addresses design problems, we can perform usability tests with real users to capture a predictive return on investment with estimated time and money savings.

This can help envision gains to be seen through an improved service portal design. How does this look in the real world? In our next blog, we will review some scenarios that might be familiar, to show the value of our process

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