Sheffield City Council
Making an internal IT help desk tool more user-focussed and friendly
Making an internal IT help desk tool more user-focussed and friendly
Year completed
2025
Project length
1 month
Working with
Services
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.
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.
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.
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.
