Catholic Education Parramatta – Portal migration plan + catalogue optimisation roadmap

Overview

Assessed ServiceNow Service Portal usage and catalogue structure, then designed a practical plan to simplify the portal experience, reduce catalogue sprawl, and support a migration to a modern UI, guided by real platform usage data.

Platform: ServiceNow · Focus: Portal simplification + catalogue rationalisation · Engagement: Assessment + 12-week roadmap

The situation

The portal had accumulated too many catalogue items, including requests creating records in custom tables, which increased complexity and made the experience harder to navigate and govern. Navigation was noisy, duplication was common, and decision-making was difficult without a clear view of what users actually used. Any migration needed to be driven by evidence, not assumptions.

What I delivered

  • Service Portal assessment and migration plan (to Next Experience UI)
  • Usage and analytics review across portal pages, widgets, and catalogue items to identify what mattered
  • Catalogue rationalisation plan to reduce duplication, simplify user choices, and improve governance
  • Recommendations for consolidating/standardising custom-table catalogue behaviour where appropriate
  • A sequenced improvement roadmap (12 weeks) with milestones and resourcing approach

Approach

  • Evidence-led decisions: prioritised changes based on usage data and user pathways
  • Reduced clutter first: simplify catalogue structure before “visual” redesign
  • Designed a controlled migration path with measurable checkpoints and low-risk sequencing

Outcomes

  • Clear, sequenced migration plan with a practical 12-week roadmap
  • Reduced catalogue sprawl and improved portal clarity and navigation
  • Stronger foundations for ongoing portal governance and experience improvement
  • Improved confidence in decision-making by using platform data to target effort

Key decisions and design choices

  • Treated catalogue structure as a trust and usability driver, not admin housekeeping
  • Used analytics to focus effort on high-impact pages/items and reduce low-value duplication
  • Addressed custom-table catalogue patterns to reduce complexity and long-term maintenance risk
  • Built milestones that were measurable and realistic, not aspirational

What this enabled next

  • A simpler, more governable portal experience that users can navigate confidently
  • A controlled path to migrate to a modern UI without breaking core user journeys
  • Clear next steps for continuous portal optimisation based on measurable signals

Tools and capabilities

ServiceNow portal assessment, analytics/usage review, catalogue rationalisation, migration planning, roadmap and milestone design.

If you’re tackling something similar

If your portal has become cluttered with duplicated catalogue items or hard-to-govern custom patterns, I can help you simplify the experience using real usage data and design a migration plan that improves clarity without disrupting BAU.

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