A unified experience for Equinor’s employees

The challenge

A complex portal made information hard to access

Equinor’s ServiceNow Service Portal offered employees access to over 1,500 services and 5,000 knowledge articles. After a 2018 rebrand, the portal gained a stronger corporate identity — but usability issues remained.

Employees found it difficult to locate the right services and information, and several departments, including IT and Subsurface Services, considered creating separate portals to solve the problem.

To move forward, Equinor set out to define a clear vision and strategy for the future Service Portal — one that would deliver a unified and intuitive user experience.

Vision:
A Service Portal with a personalized touch and feel.
Providing services and support needed based on previous personal use and a “persona” usage approach.

Strategy:
One common portal for Equinor, accessible from personal preferred devices. Modern, easy-to-navigate and user friendly. Strengthen service ownership and improve the ability for self-service and automation.

The outcome

Benefits for Equinor

With the new Employee Center, Equinor has gained various benefits such as:

• A new rebranded portal, with the corporate identity across all functions

• The newest technology which makes them able to utilize the new features from ServiceNow going forward

• Easy to scale and add new business functions to the Employee Center

• The new AI search, which makes it easier to find content

• The possibility to personalize the content/portal to different employee groups, making it easier for them to find what is relevant and important to them.

• A mobile app that creates a unified experience across platforms and gives the employees easy access to the Employee Center on-the-go.

In the future, Equinor aims to personalize the content even more and work with analytics to gain an overview of how to improve the search and content of the Employee Center.