ServiceNow is an enterprise product company providing cloud-based platform for automating IT management workflows. My Graduation Project aims at adding industry specific capabilities on Agent Workspace - an existing product on the ServiceNow platform that enables different industry specific staff (job roles) to manage their daily tasks and customer relationships. For the scope of my project, I was given a brief to focus primarily on Healthcare Industry and Technology Industry with the aim to gather an in-depth understanding of personas involved in managing customer relationships and managing multiple locations in these two industries, including their jobs, needs and challenges for Agent Workspace. The outcome includes dashboard designs for the same which were well researched following the ServiceNow's research process that included secondary and primary research methods. The geo in focus was USA and the users interviewed for the product feedback were working professionals of USA itself. The workflows that I researched and designed for belonged to the healthcare industry which also includes healthcare retail ( Ordering of hospital pharmacy's medicine stock from the external pharmacies and dealers ).
The main workflows that I handled are -
1. Personal Task Management for Hospital Nurses
2. Patient Assistance
3. Hospital Inventory Ordering and Management.
My contribution to the team at ServiceNow is now helping the stakeholders to give the product a final shape and proceed with the development.
