ServiceNow Integrated Risk Management Implementation
Over a course of 10-weeks, my team closely collaborated with Enable Fujitsu and our client to provide recommendations using our expertise within usability design, UX research and UI design, helping configure a ServiceNow Integrated Risk Management (IRM) System that aligned with user requirements and best practices within UX design.
Project Role
UX Researcher
UI Designer
Duration
10 weeks
Tools
Figma
Miro
Problem Statement
Ensure the sustainable uplift of the IRM system by delivering a fully integrated digital solution which would meet the technical requirements of stakeholders but also align with diverse needs of their end users.
🕵️The Research
Workshops
With no prior experience within ServiceNow I leveraged workshops which were held by Enable Fujitsu to gain a foundational understanding of the current environment and use it as an opportunity to identify the target user groups. The two user groups identified were:
1. Line Two Manager: Hold authority for the monitoring and control of data, process’, legislation and obligations. Their main role consists of ensuring the business is meeting it's legal obligations and hey typically require to develop quarterly reports to the leadership team.
2. Line One Assessor: Performs risk and compliance assessments within their business unit
With relevant approvals from the client and Enable, these two personas acted as the basis for my user research and we finalised the list of relevant stakeholders we would conduct research with.
Interviews and Card Sorting
To gain an understanding about user sentiment towards risk management tools, my team and I conducted 5 out of a total of 14 interviews and card sorting sessions with risk and compliance stakeholders. The interview was 30 minutes followed by a 30 minute card sorting session. With participants, I discussed their thoughts and feelings about risk management within the company and their expectations regarding features they want to see in the future risk management tool. The card sorting allowed me to gain an understanding of which features user prioritised in their risk management process. Here are the key takeaways from the 14 responses gathered:
71% of participants felt having real time data would be mind-blowing and expect the system to have this feature.
Participants from both user groups have report-heavy roles and believe that real time data and data visualisations would greatly streamline their workflows.
Both user groups had collaboration heavy roles and additional collaboration features would reduce the need for emails going back and forth.
The insights gathered from the user research was then leveraged and made into two User Personas, the Manager and the Assessor.
💡 Define
User Insights
Users struggled with collecting and collating data effectively. They desire insightful data and the ability to manipulate it as they wish
There is no way to keep accountability throughout the process making it difficult to keep track of action items people have dependencies on.
Users want the solution to act as a single source of truth, where they can access and find all the relevant information they need.
Users are exhausted from the current manual risk and compliance process.
Users believe there is an issue with the organisational culture towards risk and compliance, specifically employee's attitude towards reporting risk and meeting obligations.
🎯Solution
Wireframes
Based on research outputs, I helped develop mid-fidelity wireframes which explored and iterated on the ServiceNow components on Figma. The wireframes drew on specific insights captured, to make valid design choices and improvements.
For example, the assessor personas prioritised the ability to see their daily taskings when they first log in. Therefore, when constructing the home page any task management widgets were placed on the top of the page.
