ASSIGNMENT: IT Connect Service Portal Design
ROLE: Design Director

In late 2018, the annual BCG Pulse Survey informed the company that employees cannot find the IT information needed to help them do their jobs better. The idea was to create one central place for all BCG employees to access the IT services that matter for them. It was important the system must prevent problems, not react to them and use a single point of entry for all IT services. IT Connect was built in mid 2019 and it immediately showed tremendous value. By leveraging self-service, request management and automation reduced routine tickets via the Service Center significantly, saving the firm a bunch of money. This streamline request and operational process increased productivity by 27%. The seamless interaction with IT drove a positive, engaging experience and impacted the previously negative perception of IT, to one as an enabler of the business.