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
The badge says Portal Ambassador, which feels generous for a process whose paperwork has its own folklore. Its influence is equal parts civic pride and grievance. Somewhere nearby, a Top Links tile has been ignored for so long it has become office furniture.
This team had plenty of portal traffic, but routine IT still depended on buried requests, borrowed bookmarks, and someone else's memory. Planning for AI was absent, proof was thin, and the workaround culture had become more reliable than the front door.
How we'd tame this one
In setups with this shape, the homepage had become a polite lobby: everyone entered, then hunted through Top Links, search, Teams, or the colleague with the checklist. The bitter ambassadorial creature fits: ownership is prompted, not proven. Underneath sits weak personalisation, unreliable findability, and forms that make routine IT feel like archaeology.
Leaving this alone preserves the 15–30% drag on getting to relevant content and the 20–40% search-success gap that keeps answers socially sourced. It shows up as no-result queries, repeat questions, and tickets intelligent support should have absorbed before the desk ever saw them.
Six months in, different audiences land somewhere recognisably theirs: HR policy does not crowd an IT request, and the right tile stops hiding behind general-purpose optimism. Search earns trust again, fewer questions ricochet through Slack, and the desk stops being the place the organisation goes to remember itself.
The first move is measured in weeks, not quarters, and sits in the mid-twenties rather than major-programme money. It does need Employee Center Pro; after that, the wider plan breaks into nine moves, so the sensible version is to take the one that stops the most noise 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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