ServiceNow Employee Center Pro for a Leading Healthcare Provider

The Vision for a Unified Digital Experience for Employees

The customer sought to optimize operations and internal communications by expanding their Service Portal usage across HR, IT, Supply Chain, Finance, and other departments. They planned to transition to Employee Center Pro to enhance the end-user experience and leverage ServiceNow's best UX features. With this upgrade, the customer also aimed to centralize tasks from platforms such as Workday and Cornerstone.

Working closely with the organization, INRY developed a vision for transformation to address these challenges while setting the foundation for future growth.

INRY's Total Experience Framework for Building Engaging Employee Experiences

At INRY, we follow an experience-first approach when it comes to Employee Center implementations. Our Total Experience Framework (TEF), guided the customer on a design-led journey to building the ideal portal for their organization while keeping the design cycle short and efficient through the usage of INRY’s industry and use of case-specific templates, rapid prototyping, and iterative enhancements.

Our library of unique, purpose-built widgets and our capability to create more based on customer needs fueled the design of a highly functional and engaging portal. Through collaborative design workshops, we ensure customer and end-user feedback drives the design and development of their future digital front door.

Regarding leveraging the best of what ServiceNow has to offer, INRY’s prescriptive approach helped the customer decide on what features and integrations to leverage to yield the best outcomes.

Platform Foundation

Employee Center Pro with AI Search capabilities

Customized Manager Hub

Advanced content management system

Integration Layer

Seamless Workday integration

Cornerstone learning management system connection

Unified authentication and access management

Key Highlights

a. Personalized Topic Pages:

INRY developed specialized HR, Technology, and Supply Chain sections, each featuring role-based content recommendations and intuitive navigation paths. This personalization ensures employees can quickly access relevant information and resources.

b. Enhanced Manager Experience

The custom Manager Hub provides leadership with:

Centralized team task visibility

Dedicated resource library

Streamlined approval workflows
Performance management tools

An Effective Change Management Strategy To Ensure Successful Adoption

The transition was supported by a INRY’s integrated change management strategy that helped the customer introduce the new portal to the organization, ensuring maximum adoption.

a. Training and Support

INRY developed a multi-tiered training and support system that provided various portal users with the right knowledge and resources to use the portal seamlessly.

Interactive guided tours for new users

Role-based training programs

Content creation workshops

Self-service help resources

b. Communication Framework

A strategic communication plan kept all stakeholders informed and engaged throughout the implementation process, ensuring high adoption rates and user satisfaction.

c. Feedback-driven Enhancements

We established a robust feedback loop to ensure continuous improvement of the portal. A dedicated feedback channel within the portal allowed employees to easily submit suggestions, report issues, and share their ideas to make the portal work better for them. INRy’s post-implementation support team and the customer stakeholders systematically reviewed this real-time input to prioritize enhancements. The approach not only helped identify and address pain points quickly but also gave employees a voice in shaping their digital workplace, leading to higher adoption rates and user satisfaction.

The Fruits of a Successful Transformation

The transformation delivered significant improvements across three key areas:

a. Enhanced User Experience

The new platform provides employees a more intuitive and efficient way to access resources and complete tasks, with personalized content delivery and simplified navigation.

b. Operational Efficiency

By implementing native ServiceNow functionalities and streamlining processes, the organization has seen:

Reduced maintenance overhead

Faster content publishing cycles

Improved self-service adoption rates

Decreased administrative burden

c. Future-Ready Foundation

This implementation establishes a scalable foundation for future growth, supporting:

Planned intranet implementation

Expanded self-service capabilities

Enhanced digital workplace features

Continuous improvement initiatives

Looking Ahead: A Strategic Partnership

As a trusted ServiceNow partner, INRY continues to support the organization's digital evolution. The success of this implementation demonstrates the power of combining INRY's portal design and EX expertise with ServiceNow's Employee Center Pro to create a more connected, efficient, and engaging workplace.

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