the problem
IT4U serves more than 15,000 employees and contractors.
nextera energy · ux design
nextera energy onboarding project
A redesigned onboarding flow in IT4U, NextEra Energy's IT request portal, so hiring managers stop filing duplicate tickets and can see where every request stands.
the two-minute version
what i did
A redesigned onboarding flow in IT4U, NextEra Energy's IT request portal, so hiring managers stop filing duplicate tickets and can see where every request stands.
the result
The MVP launched to all NextEra Energy employees and contractors in December 2021.
- employees and contractors on IT4U
- 15,000+
- of tickets came from a small group
- 80%+
the problem
the problem
IT4U serves more than 15,000 employees and contractors. Discovery showed a small group of people filed over 80% of tickets on behalf of their teams, with poor visibility into progress. Duplicate tickets and waiting were costing real productivity.
the process
find the friction
Reviewed the portal with a heuristic evaluation, focusing on the IT Workplace Essentials form and the My Requests page, where a request starts and ends.
redesign the journey
Our lead designer reworked the flow from submission to fulfillment, using what we heard in interviews to fix the usability issues.
scope a real MVP
With the PM, analysts and developers, we picked the features that prevent duplicate tickets and add visibility, and moved the rest to later releases. Hiring managers tested the MVP before development.
keep the team moving
Budget cuts and turnover hit mid-project. We onboarded new designers by pairing them with the existing team, which kept momentum.
the outcome
the outcome
The MVP launched to all NextEra Energy employees and contractors in December 2021.
Onboarding got simpler, and fewer duplicate tickets cut wasted time and cost.
next up
it4u catalog consolidation
Cutting NextEra Energy's IT service catalog from 400+ items to about 50, so employees can find what they need and help themselves.
or see all 20 projects