OVERVIEW
AIMNow
A more intuitive IT support experience for City of Atlanta employees.
AIMNow is a custom employee self-service portal built on ServiceNow. It gives employees one place to report IT issues, request devices or application access, find resources, and get support.
01 | THE CHALLENGE
Employees needed a faster, clearer way to get IT help.
The existing experience created uncertainty around where to start, how to submit requests, and where to find immediate support.
02 | DESIGN STRATEGY
Turning insights into a clearer direction.
I recognized the experience around three employee needs: finding answers quickly, reporting an issue, and requesting something new.
Clarify the Path
Make primary support actions easy to understand and access.
Reduce Cognitive Load
Turn complex requests into simpler, more manageable steps.
Provide Help Sooner
Introduce AI-assisted support before employees need to contact a live agent.
03 | THE SOLUTION
A clearer, more intuitive experience.
The redesigned homepage organizes key tasks, highlights self-service resources, and makes it easier for employees to find the help they need.
04 | INTRODUCING AIMIE
Meet AIMie
An approachable AI support experience.
AIMie helps employees who need assistance or aren't sure where to begin—strengthening the connection to the IT team and the City of Atlanta.
05 | THE IMPACT
A better support experience for a stronger, more connected city.
AIMNow helps employees get the support they need faster and with less friction—so they can focus on what matters most: their work and the people they serve.
Easier Access
Key tools and resources are easier to find.
Simpler Solutions
A guided process reduces time spent navigating requests.
Lower Support Load
Self-service content helps answer common questions.
Stronger Engagement
A more intuitive experience builds overall confidence.