Self-Service Workflow: From 53% to 96% Completion

The Problem

Self-service completion for API, app, and entitlement access requests was stuck at 53%. It wasn’t one clean failure point: manual back-and-forth with asset owners, unclear ownership on requests, and a slow, confusing flow were all compounding on each other. Developers who needed access couldn’t reliably get through the process on their own.

The Process

Explore the live, interactive demo ↗

A representative recreation, genericized and rebuilt in React, not the real internal tool.

The work started with a full content and component inventory audit, going through the existing flow screen by screen to identify what could be cut and what needed to be made clearer before redesigning anything.

The Decision

Of all the tangled problems, the flow itself was the one piece fully within design’s control, and the lever most likely to unblock everything else. So that’s where the redesign focused: rebuilding the request process around a single change-order pattern. Select the asset, a side panel opens with a dropdown of the available metadata changes, add any additional fields the change needs, then submit and get confirmation. What had been a confusing, multi-touch process became one guided path.

The Outcome

• Self-service completion scaled from 53% to 96%
• 100% owner attribution on requests
• Manual support tickets cut 25% via self-service UI configuration

Reflection

This case study is a good example of why “redesign the screen” and “redesign the flow” are different jobs. The original screens were reasonable individually; the problem was how many of them you had to cross, in what order, with how much ambiguity about who owned what. Fixing that meant collapsing steps, not polishing them.