A global law firm brings clarity to employee self-service with ServiceNow

Results

Unified employee self-service portal

User-friendly taxonomy and navigation

Consistent brand and visual identity

Knowledge management ready to scale

ServiceNow Applications

THE CLIENT

A firm where precision is the standard

This client is a global law firm operating in one of the most demanding professional settings there is. The pace is fast, the stakes for clients are high, and there is little room for error. Behind that work sits an IT services team that keeps the firm running, and that team came to the table with clear long-term goals and a picture of where it wanted the organization to go.

What sets the firm apart is a human-centric philosophy at its core. That mindset made the team a natural fit for user-centered design, and curious about how design thinking could support the outcomes it cared about.

"The team really listened to our needs and helped drive the initial launch of our portal, which was well received by the firm."

— Client Representative

THE CHALLENGE

Keeping quality service ahead of aging systems

The firm was running on outdated and disconnected systems. Its people did their best to keep pace with high-touch internal customers, but the seams between tools showed. As a fast-growing practice, the firm needed a better foundation to protect the level of service its people expected.

The IT services team knew a patch here and there would not hold. It wanted a modern employee experience that could scale with the firm and carry its standards forward, not one more workaround bolted onto the old way of doing things.

THE SOLUTION

A modern portal built around the people who use it

The firm partnered with Ondaro to design and build a modern employee portal on ServiceNow Employee Center Pro. Ondaro's UX/UI team joined after the firm had already begun modernizing its ITSM with Ondaro, so the two teams hit the ground running on the next phase of the work.

The client worked in phases, signing off at each stage before moving forward. That kept scope, testing, and training aligned to what the firm actually needed. Here is what the client put in place:

Discovery grounded in real pain points: Virtual discovery workshops surfaced where the current employee service experience broke down, then turned the focus toward the firm's future-state vision.
A taxonomy people can actually use: Taxonomy review and card-sorting validation led to a clearer structure, so employees can find what they need without guessing.
One consistent brand experience: Close collaboration with the firm's brand marketing team gave the portal a single, consistent visual identity across every page and widget.
Knowledge built for self-service: Knowledge management working sessions, story creation, and dedicated sprints stood up content the firm can grow over time.
A clean handoff at go-live: Portal training, technical knowledge transfer, go-live support, and post go-live hypercare set the firm's team up to own and extend the platform.

The result is a portal that gives employees a clear and consistent experience and makes self-service easier across the board. Same white-glove service as before, now behind a modern interface that reflects the firm.

THE PARTNER EXPERIENCE

A partner the firm plans to keep

For this client, the portal launch was a beginning, not a finish line. The firm views the work as the foundation for a 2.0 release and a broader roadmap ahead.

In the client's own words: "Overall, our portal launch has been a success and has set us up for great things in our 2.0 release. Ondaro will continue to be a partner we rely on for expertise within the ServiceNow platform."

Ondaro did more than configure a portal. It helped a firm known for its standards bring those same standards to the everyday experience of its own people.

LET'S INNOVATE TOGETHER!

Request a complimentary consultation from Ondaro

Ondaro's unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We'll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.

Your journey to innovation is just a click away. Schedule your meeting with our advisors and become part of the success story that defines your organization's future.