Subtitle: Redefining the Internal Service Request Experience for SIDF Employees

1.0 Introduction and Project Mandate

This document presents the formal proposal for a comprehensive redesign of the internal Service Request System (SRS) platform. It outlines the foundational research, identified deficiencies in the current system, and the proposed strategic design direction aimed at resolving key user pain points. The primary goal of this project is to transform the SRS platform from a functional but cumbersome tool into a modern, cohesive, and user-centered system that aligns with SIDF's evolving digital identity. This redesign is not merely a visual update; it is a strategic initiative to reclaim wasted employee hours and unlock greater operational efficiency.

2.0 The Case for Redesign: Current Platform Deficiencies

A deep understanding of the current platform's shortcomings is the foundational justification for this redesign initiative. The SRS platform was originally built to simplify service requests, but over time, it became a source of friction and inefficiency for the very employees it was meant to serve. A thorough analysis revealed several critical deficiencies that directly impact employee productivity and satisfaction.

Identified Pain Points

• Limited Usability and Confusing Navigation: The existing platform architecture is unintuitive, making it difficult for users to locate necessary services and complete their tasks efficiently.
• Inconsistent User Interface and Visual Language: A lack of standardized design elements creates a disjointed and confusing experience, undermining user confidence and increasing cognitive load.
• Weak Overall User Experience: The combination of these issues results in a poor user experience that leads to wasted employee time and mounting frustration.

This inefficiency translates directly into lost productivity, as hours that should be spent on core job functions are instead diverted to navigating a complicated internal tool. By addressing these fundamental flaws, we can reclaim valuable employee time and remove a significant barrier to internal productivity. The central insight from our discovery phase was clear and compelling: "Users were spending more time figuring out how to use the system than actually completing their requests."

3.0 Discovery Phase: Methodology and Key Findings

To ensure our redesign efforts were grounded in authentic user needs, the project team adopted a strategic discovery approach. Instead of traditional external user research, we conducted a rigorous internal evaluation, leveraging the deep institutional knowledge of internal teams who interact with the SRS platform frequently. This methodology allowed us to gather high-fidelity insights from stakeholders and support teams who understand the employee experience and its challenges on a daily basis.

Discovery Activities

• Conducted structured internal feedback sessions with key SRS stakeholders and dedicated support teams.
• Performed a detailed analysis of platform usage patterns and recurring support issues to identify common points of failure and frustration.

Key Findings

The discovery process validated our initial assumptions and uncovered several core issues that form the basis of our redesign strategy:

• Confusing Navigation: Users consistently struggle with an unclear request flow, making it difficult to find the correct service or understand the submission process.