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Ivanti: Service Portal Redesign

Project Type

Service Design


October 2019

Over the past couple of years, we’ve heard a lot of complaints about our “UI/UX,” but struggled to qualify what that meant. We offer three distinct experiences–admins, technicians, and customers–and each were challenged in different ways.

Through competitive research and multiple conversations with prospects and our sales team, it was clear that the real issue was the lack of a search-based service portal. This is the application our customers roll out to the people they serve, and the first-line of defense for a service desk.

After a series of usability testing and best-practices research from the Baymard Institute, we designed a best-in-class service portal. It helps better classify tickets that are reported, and sometimes prevents tickets from being reported at all.

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