User-centred menu
Navigation based on real employee needs instead of system structure.
Alcoa Service Portal
Alcoa’s employees and contractors needed a simpler way to request IT and HR services worldwide. The new portal brings catalog, knowledge base, approvals, surveys and tickets together — organized from the end user’s point of view, not the IT department’s.
Built around IT, not people.
The previous structure mirrored internal catalog and knowledge categories. Non-IT users struggled to find services, and the mega menu had to be rebuilt around what people actually need.
Platform best practices
No long, complex forms or unsupported layouts in modern experiences.
Global audience
One portal for employees, contractors and managers.
Research, structure, then system.
01
Branding
Alcoa’s brand translated into a ServiceNow-ready visual language.
02
Architecture
A new information architecture and mega menu by audience.
03
Journeys
Home, search, catalog, approvals, surveys, tickets and knowledge.
04
Components
A component library aligned with Employee Center capabilities.
Self-service that feels effortless.
A welcoming home with key counters, quick access and recommended content; a filterable catalog; and a knowledge base built around one question: what do you want to learn today?
One portal for every request.
Unified entry point
Tickets, approvals, surveys and favorites in one place.
Faster discovery
Content organized by audience and intent.
Platform-native
Designed within ServiceNow’s modern experience constraints.