Global professional sports organization modernizes its Intranet with Employee Center Pro

Results

Modern, branded employee portal

Streamlined service access

Consistent knowledge workflows

Foundation for scalable HR innovation

Applications

THE CLIENT

Elevating the game, even behind the scenes

The client is a globally recognized sports organization known for delivering exceptional experiences to its audience while fostering a dynamic and innovative workplace. Beyond its primary offerings, the client champions innovation, culture, and operational excellence, investing in technology and experiences that empower both its audience and its employees. To support its mission of high performance and engagement, the client sought to modernize its intranet, creating a foundation for a more seamless and actionable employee experience.

THE CHALLENGE

Legacy intranet no longer matched the client’s needs

The client has long excelled at delivering exceptional experiences to its audience, but its internal digital workplace environment told a different story. The client’s legacy intranet had become a static, knowledge-centric environment that no longer met the expectations of a modern workforce. Employees could locate articles, but they could not easily take action, submit requests, or navigate services in a way that reflected the innovation, clarity, and momentum the organization promotes in every other part of its brand.

The portal’s limitations created friction across departments, particularly as the client expanded its cross-functional service offerings and prepared for future changes in its HR ecosystem. HR and benefits data lived in disparate locations, including a data warehouse accessed via Power BI, making cohesive service delivery increasingly challenging. The existing virtual agent was underutilized because it lacked the intuitive interactions employees expected. Departments such as IT, finance, legal, and HR offered dozens of services, but employees struggled to locate them or understand how to take action.

Leadership recognized that its intranet needed to evolve from a passive knowledge repository into a true system of action. The client required more than a technology provider: It needed a strategic partner to clarify its vision, validate its needs, and shape a solution aligned with its unique identity.

THE SOLUTION

Creating a dynamic, branded employee hub

The sports organization engaged Ondaro to modernize its Employee Center Pro implementation on ServiceNow. The project unfolded across four phases: discovery, design, prototyping, and story writing, each designed to elevate the employee experience and ensure that decisions were grounded in real user insights and measurable goals.

Discovery: Ondaro collaborated with the client to capture pain points, understand employee interactions with services, and define a future-ready experience.

Design: The client’s brand — logo, colors, typography, and photography — was integrated into the Employee Center Pro interface. Navigation and taxonomy were redesigned to support clarity and ease of use.

Prototyping: High-fidelity prototypes enabled employees to preview and react to the new experience. Feedback and usability testing refined the design and confirmed alignment with user needs.

Story Writing: Validated prototypes were translated into development-ready user stories to guide implementation.

Key improvements included the following:

Enablement of out-of-box Employee Center Pro for sustainability and alignment with ServiceNow best practices

Full branding integration for a cohesive digital workplace identity

User research and persona development to ground the solution in employee behavior and needs

Reimagined knowledge experience with standardized templates, structured workflows, and improved content governance

Future-ready portal roadmap for ongoing enhancements, including deeper HR Service Delivery capabilities

The client gained not just a modernized portal but a platform that supports growth, innovation, and cross-organizational service delivery. The legacy intranet now serves as the foundation for a more dynamic digital workplace, adaptable to future technology shifts and evolving employee expectations.

THE PARTNER EXPERIENCE

Working together toward clarity and momentum

The success of the modernization effort stemmed from a genuine partnership. The client contributed deep knowledge of employee needs, brand identity, and organizational strategy, while Ondaro guided the process with structure, expertise, and insights from extensive ServiceNow Employee Center Pro experience.

Together, the client and Ondaro fostered collaboration, encouraged feedback, and moved each project phase forward with alignment and confidence. This partnership created momentum, allowing the client to think beyond immediate fixes and toward long-term transformation. By blending strategic vision with hands-on collaboration, the client not only modernized its portal but also gained a clearer understanding of how digital employee experiences can evolve over time.

Let’s Innovate Together!

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