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Ivanti: Form Redesign

Project Type

Service Design


June 2018

Cherwell Service Management (CSM), Cherwell’s flagship product, is at its heart a ticketing system. As a result, it contains a multitude of forms to collect information.

However, forms within CSM were being used to both collect and display information and were relying on multi-column layouts. Research–third party usability and eye-tracking studies–showed that multi-column forms are confusing for input. Users not only misuse them consistently, but in inconsistent ways. Some think they should fill out one column before filling out the other, some think they should fill out the first field in column A then the first in column B, etc.

We streamlined the process, adding a second level of navigation, and validated its usefulness via usability testing.

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