Leverage UX audit to enhance Service Portal and prepare for the future 

Leverage UX audit to enhance Service Portal and prepare for the future 

About Veolia

Veolia is a multinational company that has been at the forefront of the environmental services industry for over a century with 160 years of history. With a global presence across 40 countries, Veolia has established itself as a dynamic leader in sustainable resource management, offering cutting-edge water, waste, and energy management solutions. From tackling the challenges of climate change to addressing issues related to resource depletion and environmental degradation, Veolia is committed to delivering innovative and efficient solutions that drive economic and social progress.

Main challenge: balanced visuals across multiple portals

One of the major challenges faced by Veolia was the need to enhance and modernize the visuals and user experience of their Service Portal theme, which was utilized across numerous portals. The company wanted to improve without completely revamping the design or restructuring the database. In addition, Veolia sought recommendations, insights, and visualizations to facilitate larger-scale enhancements, such as transitioning to an Employee Center. This required a delicate balance between refreshing the user interface and experience while maintaining the existing infrastructure and ensuring a seamless transition for users. The company recognized the importance of a UX audit in tackling these challenges and sought expert guidance to navigate this complex task effectively.

How we addressed it 

After recognizing the need for improvement in the visuals and user experience of their Service Portal theme, we stepped in. To understand the existing challenges and identify opportunities for enhancement, we carried out a comprehensive UX audit. It involved a meticulous analysis of the portal, scrutinizing its design, functionality, and user interactions. The outcome was a detailed report encompassing valuable insights and recommendations. 

Armed with these insights, Veolia decided to move forward with the next phase: the service portal update. We addressed various aspects of the portal’s design and user experience in this phase. We implemented typography improvements to ensure clear and legible text throughout the portal. We kept stylistic consistency, ensuring the design elements harmonised seamlessly across different sections. Copywriting guidelines were developed to make the portal’s language concise, informative, and user-friendly. 

Recognizing the importance of visual communication, we introduced new iconography and guidelines. These visual elements not only added visual appeal but also improved the and intuitiveness of the portal. Accessibility guidelines were also integrated into the update, ensuring that the portal was inclusive and accessible to users with diverse needs. 

We brought the envisioned improvements to life, serving as proof of concept and setting a benchmark for future enhancements across other portals.

Our perspective

Adam Bernaś

Enhancing user experience requires a multi-faceted approach, with numerous avenues to explore. Understanding the available options and solutions tailored to your specific case is the crucial first step toward meaningful change. By aligning your goals, budget, and internal feedback, you can make informed decisions that pave the way for transformative improvements and initiate the change process.

Adam Bernaś

Certified Master Architect at SPOC

Piotr Gornikiewicz

I firmly believe that adhering to UX best practices in portal design can greatly enhance end-user productivity, particularly in locating critical information. In a diverse environment, the path to finding what users need should be streamlined to the fewest clicks possible. A well-configured portal empowers users to navigate through the platform intuitively.

Piotr Górnikiewicz

Senior Account Executive at SPOC

Certified Master Architect

Senior Account Executive

Project’s highlights

  • Exploring the benefits of transitioning from the Service Portal to the Employee Center, enabling the client to gain insights and make informed decisions regarding prioritization, budgeting, and planning. 
  • Enhanced Service Portal theme for one of their portals, serving as a template for future improvements across other portals.  
  • The project’s focus on enhancing the visuals and user experience not only addressed immediate needs but also positioned the client for future growth and scalability, making it a strategic investment in their digital ecosystem. 

What are the UX audit benefits for Veoila? 

Visually pleasing portal – resulting in enhanced user sentiment    

Improved visibility and easier access to services

Enhanced accessibility through better visual clarity  

Informed decision-making and resource optimization.

Consistent branding and scalable portal enhancements

Updated Service Portal theme ready for implementation on other portals Increased awareness of the benefits offered by the Employee Center 

From instance inspection to better ServiceNow

Degroof Petercam Servicenow

From instance inspection to better ServiceNow

Belgian financial heritage

Degroof Petercam is a financial institution with 150 years of experience with headquarters in Brussels. The bank employs more than 1400 professionals in eight European countries. Until today more than 70% of the company is owned by the family shareholders. With 469.2 million euro net income and 75 billion euro total clients assets, the bank offers a comprehensive range of services to high net worth clients, including private banking and wealth management.

Main challenge: improve instance work

The Customer wanted to perform an instance inspection to improve instance work with the main focus on developing some ServiceNow areas and fixing them like, e.g., the Service Portal look. Degroof Petercam struggled with inconsistencies related to flows implemented in Flow Designer and Workflow Editor. Eliminating problems with wrong ticket numbers was of the highest priority.

ServiceNow instance inspection process

After discussing current issues on the ServiceNow instance¨together with Degroof Petercam, we decided to perform both manual and automatic inspections followed by reports. Results of assessment and steps provided in the Action Plan were divided into incidents or changes to be further implemented. Our solutions covered:

  • Running our automatic HealthCheck scripts to verify instance performance. HealthCheck is a SPOC Maintenance & Development Team service that verifies the ServiceNow instance performance
  • Manual inspection performed by the M&D developer to, among others, make a licenses analysis and propose additional ServiceNow features that could be useful for the Customer.
  • Health Check performed on the Customer production instance.

Our perspective

We used our HealthCheck tool to determine if there were any potential issues at the Degroof Petercam instance that needed to be urgently addressed. HealthCheck also made it easy to find spots on the system that needed to be tweaked to keep things running smoother.

Milena Szklarska-Behlke

Engineering Manager at SPOC

Engineering Manager

ServiceNow instance inspection benefits for Degroof Petercam

No more problematic notifications

Most of the ServiceNow flows were fixed

Mapping new possible improvements that could be implemented on the customer instance, e.g., Change Management process, ITOM, security improvements

The customer has found additional issues on the instance (Incident Management description field) that extended the scope, and we fixed these issues

In addition to diagnosing the problems, we also fixed the new deficiencies discovered on the instance

Knowledge about new features available on the ServiceNow platform

What does the client say?

HealthCheck helped us determine if there were issues in our instance that needed to be addressed urgently. HealthCheck made it easy to find places in the system that needed to be tweaked to keep things running more smoothly.


Steven Claes

ServiceDesk Manager at Degroof Petercam

HealthCheck by SPOC for checking your ITSM instance

SK ID

HealthCheck by SPOC for checking your ITSM instance

Baltic e-identity

SK ID Solutions is an Estonian company specializing in global e-identity solutions that enables citizens of different countries to log in to e-services and access electronic signatures. The company cooperates with nearly 1000 organizations, including financial, healthcare, education, and other private and public sector e-services. It also partners with the Estonian government in issuing certificates for ID cards, Mobile-ID, Digi-ID, etc. The main markets are Baltic and Nordic countries, which have been issued with 3 000 000 authentication tokens by SK ID Solutions.

Main challenge: improve instance work

The Customer needed to perform an inspection to check the instance’s general health and develop some areas of ServiceNow, like improving the look of the Service Portal or translation uniformity. There were also some inconsistencies related to flows in Flow Designer and Workflow Editor. Notification content for assets displayed wrong ticket numbers. Checking instance performance in areas used commonly (Incident Management, Change Management, Assets, Service Catalog) was the main task to ensure protection and security of ServiceNow.

Project stages

HealthCheck is a service provided by SPOC Maintenance & Development Team. During this project, our automated scripts verified the performance of the SK ID Solutions ServiceNow instance. After accepting the proposed estimate and scope on the instance, the M&D Team performed a manual inspection and ran an automatic assessment. The Customer received a data report in one file, and during an additional session, we discussed the results and explained the impact of the specified elements on the whole instance. Also, we proposed additional workshops to discuss more complex issues. As a result of the project, we fixed problematic notifications and most of the problems related to flows. SPOC M&D proposed new improvements that could be implemented on the customer instance – e.g., Change Management process, ITOM, security improvements.

Our perspective

SK ID Solutions wanted to focus on checking instance performance in areas used commonly (Incident Management, Change Management, Assets, Service Catalog) and security level. We provided clear information about the inspection results with potential impact on the instance and based on the results, we could propose few improvements. During the work with SK ID Solutions, we learned how effectively we can verify security of the instance in order to propose an effective plan to strengthen this aspect.

Milena Szklarska-Behlke

Engineering Manager at SPOC

Engineering Manager

Benefits for SK ID Solutions

Full-service coordination, also including ServiceNow activities

Attractive price, lower than competitive services

Clear report that was the basis for further work and discussions

Unlimited consultation sessions to discuss report results

Knowledge about new features available on the ServiceNow platform

Opening the instance and the company for further development with new ServiceNow products

What does the client say?

HealthCheck is an innovative solution from SPOC. Through that, we quickly discovered areas to improve our ServiceNow instance. SPOC’s specialists showed commitment to the project. During the consultation, they identified targeted improvements. SPOC has great knowledge of the ServiceNow platform.


Rene Karjus

Internal Services Team Lead at SK ID Solutions