Problem, solved.

Developing Service Portal experiences and custom features for Fujitsu Technology Services’s customers.

The Background

Fujitsu UK was responsible for developing self-service portals for major clients such as McDonald’s, the BBC, HS2, Southern Water, and even Fujitsu itself. These portals, built on ServiceNow, aimed to provide seamless and efficient digital experiences for employees and customers.

However, as the demand for custom features grew, Fujitsu UK faced increasing technical and design challenges that their existing team struggled to address. Recognizing the need for deeper expertise, they reached out to me in Munich, given my background in UX, front-end development, and problem-solving.

The Problem

The self-service portals needed more than just standard configurations : they required tailored functionalities, enhanced UI designs, and optimized workflows to meet the specific needs of each client. However, the development team in the UK was encountering obstacles, from complex ServiceNow table queries to front-end limitations using HTML, CSS, JavaScript, and AngularJS.

Additionally, there was a gap in UX expertise, leading to usability issues that affected adoption and satisfaction. Without a structured approach to tackling these challenges, progress was slow, and the demand for solutions continued to grow.

The Solution

Stepping in as both a UX and technical advisor, I collaborated closely with Fujitsu UK’s consultants to design, develop, and implement custom features for the ServiceNow portals. I introduced a systematic way to address their technical challenges, which became known as the “Sebastien Friday Challenge,” where the team would present complex issues, and I would help devise solutions.

Beyond solving immediate problems, I also engaged directly with ServiceNow, requesting new features and sharing enhancement ideas to improve the platform’s capabilities. My contributions extended beyond development as I also advocated for a more structured UX approach, ensuring that the portals were not only functional but also user-friendly and engaging.

The Benefits

My involvement had a lasting impact on Fujitsu UK’s ServiceNow offerings. The “Sebastien Friday Challenge” became an internal tradition, fostering a culture of continuous learning and problem-solving.
The professional services model that emerged from my work created a recurring revenue stream, justifying the expansion of my UX and UI development team. This allowed me to hire additional UX researchers and front-end developers, strengthening our ability to deliver high-quality solutions.
Ultimately, our improved portals led to greater client satisfaction, reinforcing Fujitsu’s reputation as a leader in self-service digital experiences leveraging ServiceNow and driving further business opportunities.

“Thanks for today Sebastien… just like old times, with the Friday Challenge’s! It was good to have a sounding board to work with, and the methodology of eliminating the custom script was a great process that I couldn’t have done alone… you’ve still got it man, so if directorship doesn’t work out, you can still fall back on your true skills 😂👍🏻”

– Grant S, – Global Solution Lead for Service Management Tools at Fujitsu – reaching out a couple of years after I had left Fujitsu

Digital
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