BP is a multinational oil and gas corporation based in London, England.
I was hired by BP to lead the UX/UI design of BP’s IT Service Management platform, named MyIT.
MyIT is used by BP’s 60,000 employees and facilitates the relationship between BP employees and the BP IT team. The platform caters to all IT issues and enables users to receive help on issues as diverse as printing to new device requests to software procurement. Users can self-serve with the information available on the platform or they can submit tickets to get a bespoke response from an IT operative.
We employed the Agile methodology to develop the software. My scrum team consisted of a programme manager, specialist designers (service design, content design) and a squad of ServiceNow engineers. There were about 10 people in total. Projects were managed using Azure DevOps.
The MyIT platform was built atop of Service Now and so what we designed and developed aligned with ServiceNow technical constraints.
I consulted BP for 1 year, from July 2022 to July 2023. During that year, I lead the UX/UI design of a number of MyIT modules including Chat, Forms, and Mobile. This case study will focus on the Chat project.
BP are currently running a digital transformation programme (called Omni 2.0) which aims to transform MyIT, BP’s IT service management platform. One of the key features of the MyIT experience is the chat module. This feature enables BP employees to find solutions to IT problems through a chat interface. The chat interface provides access to both an AI chatbot as well as human operatives. There were a number of challenges with the current design of the interface that the team leaders asked me to address.
The programme leaders had data which suggested the chat feature was not being “used enough” by end-users. They felt users were not aware of its value and power to solve problems. They therefore asked the service designer (Andrew Richmond) and I to improve the chat experience whilst also making the chat feature’s value/benefits more visible to users.
Omni 2.0 is BP’s programme to transform MyIT - Journey
Omni 2.0 is BP’s programme to transform MyIT - Research
Omni 2.0 is BP’s programme to transform MyIT - The Problem