Cherwell UX

Why I Bought Cherwell Software For A Construction Company. And Never Used It For ITSM

Rewind back to 2012. I joined a small company of some 100 employees as IT Director.The first observation was workflow, they used general IT tools such as Office to manage their workflow. There was repetition, duplication of information, silos.There was definitely room for improvement.  Looking at the off-the-shelf solutions - they did everything! That was also the problem, they did too much. As construction companies are slow to adopt change by their very nature, having to move to a comple

Cherwell UX

The Construction Industry, ITSM And Agile

In efforts to achieve flexible and iterative continual improvement it seems the world is shifting from Waterfall to Agile methodologies for managing projects.  Is the same also true for the construction industry?Can massive projects with equally massive costs for building structures that last lifetime benefit from Agile?During the build process, this may not be so straightforward. Structures are built sequentially; akin to the Waterfall approach.  You cannot build the first storey of

Cherwell UX

Why I rebuilt the whole of Cherwell Service Management.

Having asked ourselves “what could we have done to avoid this” we could have easily accepted or placed blame for the misinterpretations that occurred during the scoping for some development pieces.‍But the bottom line was, we were simply missing the absolute involvement of the customer from beginning to end. How could we achieve this?Using prototyping.  In the 2020’s, prototyping is now widely used in app and webdesign. Tools exist that facilitate ‘rapid prototyping’.  These tool

Cherwell UX

Rebranding the Cherwell Service Management UI.

Anyone who knows how to configure Cherwell will know that the interface is customisable.The Cherwell Theme Editor allows global changes across much of it’s interface. It’s not perfect, but it’s a good place to start and the good news is (I expect) that it’s going to get better in forthcoming versions.  So on the subject of theming, I’m going to focus on the why we should rebrand our Cherwell interface.  Rebranding is, as you’d expect, about corporate identity.  What doe

Cherwell UX

Redesigning the Cherwell V10 UI – using the Laws of UI/UX Design.

The latest Cherwell V10 design overhaul is a vast improvement on the previous UI. I imagine that it was built with everyone in mind i.e. a generic design with quite neutral safe colour scheme (if you’re curious about the benefits of changing the colour scheme only, I have another article for that here), so well done Cherwell on that.As you’d expect this leaves us plenty of room for personalisation and improvement of the design.  Here’s where the fun begins.Let’s take the current Incid

Cherwell UX

ITSM Development and a lesson from UX Design Thinking.

UX Thinking (or UX Design Thinking, or UXT), and in particular the Prototyping stage, is prevalent in Web/App design.Where is it in ITSM service design and delivery? In my experience, not very many places.In fact I over exaggerated, it’s nowhere at all. If it is, please show me and let’s chat, we’ve already got lots in common.  So quickly, what is UX Design Thinking?Design thinking is an iterative process: Empathise – Define– Ideate – Prototype – Test. I’m going to cast my

Cherwell UX

My biggest takeaway from sitting the ITIL4 Foundation

I finally got around to sitting the ITIL 4 foundation.My biggest takeaway I got from the study material was the application of Design Thinking which is currently surrounding the world of UX, CX, EX, DX and all those other 'X' experiences.In 2019 I took an interest in Design Thinking wondering if it had been, or could be, applied to ITSM. I didn't find too much that convinced me it was prevalent so I pursued. (At the time of writing this article) I studied at least UX, Dashboard Design, and H

Cherwell UX

Co-Creation in ITSM and UX Design

[pl_row pagelayer-id="xuxrn2f5ka8whpkk" 0=""] [pl_col pagelayer-id="hmyky5sfr2h8yjvo" col="12"] [pl_text pagelayer-id="fq3wxnfy8s6w2adr" 0=""] If you are wondering why on earth I would turn the Cherwell® logo into Lego®...  This article looks at co-creation in ITSM and a large part of the roots of co-creation - the design industry. I provide an excellent example of how the design industry has used it, how this relates to ITSM, and how it has been going on for longer than its adoption i