IOP Employee Portal
IOP Employee Portal
Corporate
Corporate
Web & Mobile
Web & Mobile
Task Manager
Task Manager
A central hub for Comcast employees that organizes tasks, tracks tickets, and improves usability.
YEAR
YEAR
2024
2024
COMPANY
COMPANY
Comcast
Comcast
FUNCTION
FUNCTION
Ticket & Data Tracking
Ticket & Data Tracking
THE PROBLEM
THE PROBLEM
An unintuative system holding teams back
An unintuative system holding teams back
The Incident Operational Platform (IOP) manages alerts, tracks tickets and documents incidents in conjunction with project management software like Jira.
With the old portal, Comcast employees did not have an intuitive way to navigate their tasks and access frequented pages. It was confusing and repetitive, making it impossible to understand how to get to your destination, even if you're an IOP veteran.
The Incident Operational Platform (IOP) manages alerts, tracks tickets and documents incidents in conjunction with project management software like Jira.
With the old portal, Comcast employees did not have an intuitive way to navigate their tasks and access frequented pages. It was confusing and repetitive, making it impossible to understand how to get to your destination, even if you're an IOP veteran.
PROCESS
PROCESS
Research Driven Redesign
Research Driven Redesign
01
01
01
Collecting internal data revealed who was using the website and why.
Collecting internal data revealed who was using the website and why.
Collecting internal data revealed who was using the website and why.
8%
8%
Employees who used the portal homepage.
Employees who used the portal homepage.
67%
67%
Employees who bookmarked common pages they frequent.
Employees who bookmarked common pages they frequent.
02
02
02
Card sorting with users helped determine the layout and navigation of the portal.
Card sorting with users helped determine the layout and navigation of the portal.
THE SOLUTION
THE SOLUTION
User-Centered Design with Clear & Consistent Labels
User-Centered Design with Clear & Consistent Labels
The redesigned portal is currently implemented internally at Comcast.
The redesigned portal is currently implemented internally at Comcast.
Personalized homepage with most important features, like making a request, as the first thing users will see.
Personalized homepage with most important features, like making a request, as the first thing users will see.
Responsive design prioritized mobile view.
Responsive design prioritized mobile view.
Clear top navigation and reduced pages to go through to get to what you want.
Clear top navigation and reduced pages to go through to get to what you want.
The IOP Service Catalog now has revamped categories that are simpler to browse through and didn’t consist of complex nested menus.
The IOP Service Catalog now has revamped categories that are simpler to browse through and didn’t consist of complex nested menus.