Behind the Scenes of LEIDIT’s Mobile-First Transformation for a Federal Healthcare Agency
Background
This client is a large federal agency in the healthcare sector, responsible for improving health care innovation and delivery across the U.S. government and broader public health landscape.
Challenges
The agency required a secure, mobile-friendly way for both end users and fulfillers (agents) to submit service requests, create incidents, and manage tasks while working remotely or in the field. The existing tools did not support mobile use, limiting flexibility and responsiveness across teams.
Objectives
- Deliver a user-friendly mobile experience with minimal customization.
- Ensure security, scalability, and support for both fulfillers and end users.
- Deploy a solution quickly with a low-maintenance footprint.
Solution
LEIDIT implemented Now Mobile for end users and Now Agent for fulfillers, leveraging ServiceNow’s native mobile capabilities. This approach provided a modern mobile-first experience without the complexity of custom development.
Business Value and ROI
At the time LEIDIT joined the project, it had been scoped for a six-month deployment. Through simplified planning and efficient execution, LEIDIT delivered a successful go-live in just one month.
- High adoption rates.
- Strong user satisfaction.
- Rapid training and minimal resistance.
Client Quotes
"I am no longer tied to my desk, I can approve tasks on the go."
"My team is able to have an easy way to view our group metrics."
"I can take and upload pictures and documents right from my phone."
Conclusion
The success of the project came from aligning closely with real user needs. By simplifying the deployment and reducing customization, LEIDIT enabled a faster rollout and greater user engagement.
Training workshops also empowered end users and fulfillers to influence the product, increasing satisfaction, and long-term usability.
