My Role

UX  |  UI  |  Interaction

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Background

Service Anywhere is a cloud-based SaaS solution. It improves IT service support and delivery processes across the complete lifecycle leveraging ITIL® (Information Technology Infrastructure Library) industry best practices. It has 97% of user satisfaction.

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The Challenge

Service Anywhere had performance issues. The system loading time was of 2 to 3 minutes. User quote: "I arrive at the office in the morning, click to open Service Anywhere and go to the kitchen for a coffee until it is working". With Google Analytics I noticed that during this time the drop-off was 62,3% of total traffic. 

 

The Solution

An interactive loading screen. During this time users could interact with Service Anywhere. ​

A usability testing was made and 14 from 15 users finished the flow successfully.