In DXC Technology (back then BusinessNow) I designed automated processes within HR, supply chain, and service management through an ITIL platform called ServiceNow. I touched upon the research and analysis phase and was responsible for the design, and prototyping of the platform. Using personas we identified specific user roles, ranging from super-users who needed shortcuts to becoming more efficient, to new users who needed improved onboarding and better support.
By mapping the user journeys and common scenarios of these personas, we identified the parts of the platform where they struggled the most. A big part of improving this platform actually ended up simplifying what data they had access to and filtering out the data that was irrelevant to their workflows.
Project: Implementing a GDPR-Compliant Internal System at BusinessNow
Overview:
At BusinessNow, I led the implementation of a GDPR-compliant internal system using ServiceNow. This project involved designing a Data Flow Diagram (DFD), conducting workshops, interviewing stakeholders, and creating an onboarding website to support user adoption.
Key Contributions:
Data Flow Diagram (DFD): Created a detailed DFD to map out data processes and identify points of compliance.
Workshops: Facilitated interactive workshops to gather insights, define user needs, and align stakeholders on project objectives.
Stakeholder Interviews: Conducted in-depth interviews with key stakeholders to understand their requirements and address their concerns.
Scripting and Implementation: Developed and implemented custom scripts within ServiceNow to ensure the system met GDPR compliance standards.
Onboarding Website: Designed and launched an onboarding website to guide users through the new system, providing resources and support for a smooth transition.
Data Flow Diagram
Impact:
The new system enhanced data privacy and security, streamlined data handling processes, and ensured compliance with GDPR regulations, thereby building trust and confidence among stakeholders.
Mapping out the user journey
Visual Scripting in ServiceNow (Workflow)
Actual scripting in JavaScript