Two service types
Incidents and requests needed clear, distinct paths.
Nextios Service Portal
Nextios needed its employees to open incidents, follow requests and learn from a shared knowledge base without friction. Over four iterations, the portal grew from a new home and information architecture into a complete service experience.
Service management that felt technical.
Incidents, requests and knowledge lived in separate places with technical language, making simple tasks feel complex for non-IT employees.
Knowledge reuse
Articles had to help people before they opened a ticket.
Iterative delivery
Four versions delivered progressively with stakeholders.
Four versions, one direction.
01
v1 — Foundations
New home and the first information architecture map.
02
v2 — Knowledge
Knowledge base, articles, likes, ratings and profile pages.
03
v3 — Requests
New request flows, my requests, forms and login.
04
v4 — Polish
Interface refinements across the portal.
What are you looking for today?
A search-led home with knowledge highlights, services split into requests and incidents, watched items and news — following ServiceNow iconography for a native feel.
Service, simplified.
Search before you ask
Knowledge surfaces before a ticket is needed.
Clear paths
Requests and incidents separated with obvious entry points.
Native to the platform
ServiceNow patterns for a faster build.