the project
STAT is slated to be the go-to internal communications tool for Harvard Medical School. Service Tools & Technologies is what happens when a couple of creatives are embedded into IT to shake things up.
STAT was built using a popular enterprise software tool, ServiceNow with the goal to be a "one stop shop" for the HMS community. Below you'll see a selection of wire frames and comps outlining the proposed features of STAT. They include an efficient ticketing model for IT issues and requests, change management processes, a service catalog, as well as a highly anticipated searchable knowledge base.
MY ROLEs
I was brought in to assist with wireframes and the UI for STAT as well as producing additional visuals for the management team upon request.
I researched best practices in similar organizations, organized content, created wireframes, and crafted the visual identity of STAT. In tandem to this I diligently learned from senior staff, managed help desk tickets, and acted as the liaison, UX specialist, and QA analyst for our other main project; a Drupal multisite build using Acquia Cloud Site Factory.
Communicating change
My first task was create a roadmap to help the HMS community understand what the management team was trying to accomplishment. My supervisor stressed that they were looking for a creative visual so instead of drawing out an actual road with stops along the way (which was expected by management) I took it one step further: keeping in theme I used our circulatory system as a metaphor for the expected iterative process of STAT.
Wireframes and requirements
Harvard Medical wanted to create a "one-stop-shop" for it's community. We had two different sets of users to consider. Those internal to IT, who would maintain and resolve tickets and write and edit knowledge base articles, and our external community members who would place requests, manage projects, and shop through the e-catalog. We created to separate views for individuals in IT. They would have the same experience as community members with the option to switch to an ITIL view for added functionality.
One push our team made was for a personalized experience for our users. We wanted our community members to have a unique experience for our users that would allow them to check the status of their open tickets, incident reports and project assignments. In addition to this, we planned for STAT to be a stepping stone towards a community intranet, something long sought after by management.
One of the key features of STAT was the much anticipated knowledge base. The knowledge base would house the answers to the communities most asked questions, along with answers to frequent tickets (i.e. I forgot my password what do I do?), how-to's, policies, and procedures. We implemented a rating system so community members could rank the effectiveness of an article. This would help IT manage the knowledge base as it grew in size., the idea being that poorly rated articles would be elevated in the review process to ensure content was both accurate and relevant.
In addition to the knowledge base I worked on search and search taxonomies, e-catalog and shopping cart functionalities, as well as a personalized dashboard for users.
Visual and UI design
Harvard Medical was looking for a simple, clean, and modern UI. We kept within the universities brand pallet and utilized flat UI components from a modernized feel.
