My team currently uses the EC for ITSD, and is looking to integrate HRSD in the ECP.
The two SDs are currently providing 2 widely different user journeys;
1. ITSD allows users to freely access request forms
2. HRSD's (currently on Zendesk) forms are hidden behind Knowledge Articles, where users must first scroll through the content to find the form.
I'd like to know:
- Do other organisations had x2 different types of journeys for their SDs? What is the user experience like?
- Has your organisation implemented a similar user journey for HRSD queries? What did you learn
- How do requests which could relate to both IT and HR, such as new starter forms, work? Do users need to submit x2 separate requests, or have you integrated them into 1 simple form?
