Sheffield city centre square with crowds and buildings, tinted green

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Sheffield City Council

Making an internal IT help desk tool more user-focussed and friendly

Year completed

2025

Project length

1 month

Working with

Services

UI design
Front-end development
Xurrent 4me template creation

Results

Much improved internal tool that's user-focussed
Visuals consistent with new council brand, acting as a test for other internal tools
Really positive internal feedback, and a desire to improve further services.

Overview

Working with Ammba and Entec Si, I was brought on to help with ongoing work for Sheffield City Council. One of the largest in the UK, they were currently trying to improve their external and internal digital platforms.

As part of this, the IT support desk, an internal tool for reporting issues and requesting equipment needed some attention to improve the user experience and bring it more in0line with the evolving new visual style.

These types of projects may seem simple on the surface, but the potential to significantly improve many people’s experience with a currently frustrating service is deeply satisfying

Thanks to everyone involved

Robbie, Sheffield County Council support desk

Project images

Previously...

Using a lightly customised template offered by the 4me platform, we worked closely with Ammba to understand what the aims were, and what mattered most to the people using this service.

Sheffield City Council IT service desk homepage with options to log an incident or make a request

Sheffield City Council IT service desk screens over a photo of Sheffield

Initial explorations

Multiple layouts were explored as we worked out the level of importance for the various tasks users needed to complete, as well as trying to reduce the volume of unnecessary support tickets.

Three versions of the Sheffield City Council IT service desk 'What do you need to do?' page

Whilst we weren't able to implement these secondary pages into the platform, we feel these would have made a big impact to the experience, simplifying the potential options and creating more structure.

Sheffield City Council IT service desk page for choosing a type of service request

Sheffield City Council IT service desk request form

Final design

After some additional internal feedback after going live, we added a bit more character and colour to humanise the process and support department.

The menu was also changed to be hidden behind a menu button, which kept things more focused, as well as this approach working better for the platform.

Sheffield City Council IT service desk homepage with an illustrated helper asking 'How can we help today?'

Illustration of a pink and a purple character with speech-bubble mouths talking on a dark background

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