AIA – Global portal rollout (single portal, 14 regional experiences)

Overview

Designed and delivered a single ServiceNow portal that supported 14 regional experiences, including multilingual support, from prototype through demo, build, and go-live.

Platform: ServiceNow · Focus: Global portal + catalogue experience · Engagement: Prototype → build → go-live

The situation

Regions needed a consistent self-service experience without losing local differences. The portal needed to scale across countries, support multiple languages, and work for varied regional catalogue needs.

What I delivered

  • A single global portal design supporting 14 regional variants in a consistent structure
  • Multi-language experience across 4 languages
  • Service catalogue offerings aligned to regional request patterns
  • Prototypes and demos to validate direction with stakeholders before build
  • Build, test, and go-live delivery across regions

Approach

  • Prototype-led design: validate early, reduce rework later
  • Regional engagement: demos/walkthroughs to align expectations and confirm differences
  • Structured rollout: build, test, and release approach that supported quality across regions

Outcomes

  • One portal experience serving 14 regional variants with a consistent design approach
  • Improved request consistency and clearer catalogue journeys across regions
  • Reduced fragmentation and improved usability without forcing a one-size-fits-all experience

Key decisions and design choices

  • Standardised portal structure while allowing controlled regional variations
  • Treated language + region differences as first-class design requirements
  • Prioritised usability and clarity so the portal became a reliable “front door”, not another channel to avoid

What this enabled next

  • Easier ongoing maintenance compared to separate portal variants
  • Strong foundation for future catalogue expansion without losing coherence

Tools and capabilities

ServiceNow Service Portal, catalogue design, multi-region stakeholder alignment, prototype → build → go-live delivery.

If you’re tackling something similar

If your portal is fragmented across business units or regions, I can help you design a single experience that stays consistent while still supporting local needs.

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