THE PROCESS

To understand the IM team's services, products, and clients, I started by conducting a usability test — acting as a potential client navigating every IMT touchpoint across 6 UN organizational intranets. I wanted to experience the team the way their clients did, before speaking to anyone internally.

I initiated one-on-one meetings with my manager to understand how the team fits within the larger organization, asking questions like: Who are our clients? Which sites do people go through during the day? How do we make an impact?

I also took the initiative to sit in on client meetings — listening and observing how IMT actually delivers its services firsthand.

research observation

Along the way, I documented what I was seeing across the intranet:

• Unclear user journey

• Scattered and uncategorized resources and accomplishments

• Lack of web presence and points of contact

• No connection between entry points to the team's page

• Inconsistent project naming

• Redundant service request processes.

SERVICE BLUEPRINT WORKSHOPS

To verify my understanding and go deeper into how the IMT operates, I proposed using a service blueprint as the analysis method. It would create visibility across the full service flow and identify weaknesses holistically.

I led remote workshops with a team of four on Miro, mapping the user journey, touchpoints, frontstage and backstage actions, partners, and critical moments — from Aware all the way to Leave.

INSIGHTS

The final service blueprint refined the service mission statement, client journey, interactions, touchpoints, and supporting processes, while identifying key accessibility moments and enhancing service awareness.

Three priority areas emerged:

1. Manage products, services, and clients — gather and interlink all IMT work in one place, embed visible contact information across every touchpoint

2. Improve service flow — streamline how clients request and receive consulting

3. Attract more clients — embed searchable keywords and more entry points across the organization's intranet

The solution

With the priorities clear, we aligned on building a service portfolio website — a single place where clients could find the team's services, tools, and resources, request consulting, and make contact. One entry point for everything.

DESIGN PRINCIPLE

• Clear communication about IMT service offerings

• Easy to access all existing IMT resources

• Easy to contact the IMT

INFORMATION ARCHITECTURE

I designed the IA to directly address what was missing: clear navigation, organized content, and logical groupings that matched how clients actually think about their needs

WIREFRAMES

From the IA, I moved into wireframing on Sketch — designing the layout and interaction flow for each section of the portal.

THE PORTAL

The web experience launched on the UN intranet. It consolidated all of IMT's services, tools, ongoing projects, and contact information in one place — making the team visible and accessible to staff across the Secretariat. The goal was to make sure people could find them. Now they could.

reflection

Learned:

• Good leadership is built on trust, respect, clear communication, and sharing resources openly.

• I led service blueprint workshops for the first time and learned how to facilitate a team through complex service mapping.

• I experienced firsthand what it means to provide consulting services within a large organization.

What I would do differently:

• Define target client groups more explicitly, different UN departments have different needs, and walk through the portal as each of them.

• Explore richer ways to visualize the web portfolio to make the experience more intuitive and engaging.

Thinking forward:

• User Testing — How do different departments actually navigate the portal and find what they need?

• Data — How might PowerBI reveal how clients are using the portal and what to improve next?

• Reach — How might embedding IMT's keywords more deeply across UN intranets bring the service to people who don't know they need it yet?