Success story · Employee Center
HSBC - HR Employee Center Pro
A leading global bank asked us to reimagine their intranet. Not just to modernise it, but to make it actually work for people.
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Field report
That half-lidded legal certainty says the shortcut is not a workaround, it is precedent. The deep-link notebook has become more trusted than the homepage. Nobody remembers who made the spreadsheet; they just know not to delete it.
This team had a portal with answers but no trusted front door. People learned to hoard deep links, repeat searches and route around the homepage, leaving change readiness trapped inside yesterday’s workaround.
How we'd tame this one
In setups with this shape, the portal has substance behind it, but the front door treats Legal, HR and everyone else like the same person in a different lanyard. Tasks are buried, change becomes another layer of bookmarked exceptions, and search feels more like cross-examination than help. The answer exists, but everyone trusts the colleague who bookmarked it two years ago.
Leaving this alone preserves the 25–40% of task completion that should have happened inside the portal, plus the no-result searches that AI Search work usually strips back by 30–50%. That is not UX leakage; it is a private support economy with a spreadsheet as infrastructure.
After the plan, each audience lands somewhere recognisably theirs: common tasks, relevant content and the next destination are already in view. Legal no longer needs a private map of the building. People stop carrying internal URLs like emergency medication.
The first move is 4 to 6 weeks, not a year-long rebuild, and sits in the high-teens rather than major-programme money. It does not rely on Employee Center Pro or AI Search to start; those become later options if useful. The full plan has nine moves, so the question is which cut removes the most shadow process first.
Similar Nowimals Tamed
Success story · Employee Center
A leading global bank asked us to reimagine their intranet. Not just to modernise it, but to make it actually work for people.
View on portfolio
Project · Service Portal
Allianz needed a modern self-service portal to support its global teams with IT and business services, everything from ticketing and help requests to cost centre management and procurement. Monochrome delivered a WOW! Portal built on ServiceNow Employee Center Pro, tailored to streamline support, orders, and internal tasks. Employees now have one clear place to raise issues, track to-dos, request new items, or manage services linked to their roles and cost centres. The portal features fast search, role-based views, and structured content for actions like “Order Something,” “Get Help,” “View My Services,” and “Submit a Request.” It’s clean, scalable, and built to reduce time spent chasing answers. This is a standout Employee Center example for enterprise IT teams. A self-service portal experience that replaces outdated tools with a focused, branded space for getting things done.
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