Product ecosystem inventory
The ecosystem extended beyond the wiki to the Day-1 onboarding document, equipment acquisition form, and global email template.
Internal systems · service experience
Fitbit I.T.
I re-envisioned Fitbit’s employee-facing I.T. experience—connecting onboarding, equipment requests, communications, information architecture, and support identity into a more coherent system.
Support is a system— not a single touchpoint.
Experience at a glance
One support system across many touchpoints.
The original device composition brings the service ecosystem together early: the wiki, onboarding, equipment requests, communications, and support identity needed to feel like parts of one employee experience.
Project overview
A new Senior End-User Computing Manager brought in a UX designer to rethink the employee experience of I.T. support. The engagement covered the department’s employee-facing processes and materials.
This project was completed under a blanket NDA, so the case study focuses on key narratives, methods, and takeaways rather than confidential detail.
Team
5 people: 1 UX designer, 2 help desk onboarding specialists, 1 help desk manager, 1 assistant manager
Duration
6 months
Tools
Whiteboard, Confluence, Google Workspace, Photoshop, Illustrator, Freshservice
Methods
Information architecture, Site mapping, User surveys, Personas, Environmental analysis, Wireframes, Usability testing, Iteration
The challenge
What the system needed.
The department wanted an iconic, friendly support identity. Research revealed a deeper cultural problem: I.T. was one of the company’s least-liked departments, partly because its operating culture contrasted with the rest of Fitbit. The work therefore had to address both interfaces and relationships.
Tasks
- 01Inventory all employee-facing I.T. products
- 02Identify supports and blockages in the work
- 03Evaluate efficiencies, deficiencies, and excesses
- 04Use employee feedback
- 05Develop alternatives from the combined evidence
Solution direction
As Fitbit evolved from startup toward enterprise operations, the I.T. wiki became a practical anchor: a unified place where language, navigation, branding, and support processes could begin to align.
The refreshed wiki could then serve as a rallying point for onboarding, equipment acquisition, communications, and later process work.
Research
Research combined interviews with I.T. personnel who understood the processes and employees who experienced the services. Three interview phases explored usefulness, intuitiveness, and unmet needs.
Employee research
Interview rounds examined how employees sought help, interpreted existing materials, and experienced I.T. support.
Design
Before applying Fitbit’s visual language, I mapped how wiki pages connected, then worked through the tension between friendly language and concise operational wording. Composition and visual design came after the architecture.
Outcomes & next steps
The redesigned wiki became a clearer anchor for Fitbit’s employee-facing I.T. experience and connected multiple support products under one shared identity.
The durable lesson: policy and process shape the experience long before visual polish does.
- Continue iterating the brand and composition
- Align policies and processes across I.T.
- Assess the impact of ServiceNow versus Freshservice
- Continue employee surveys and usability testing