Challenge

A leading Australian automotive services provider serves its members with roadside assistance, insurance and travel services.

The automotive provider’s 600 agents actively use Jira Service Management (JSM) across the business to manage its operations.

However, its existing JSM setup had significant obstacles. Over time, the system had grown into a complex network of 14 portals and more than 180 forms, resulting in a fragmented user journey.

Also, the motoring leader’s many portals had inconsistent branding and a non-intuitive information architecture.

This lack of scalability made it difficult for members to find help or information quickly.

The organization partnered with ServiceRocket to move from this complex network of 14 fragmented portals to a single, intuitive, streamlined user-centric self-service portal that could grow with the business.

The Solution

First, ServiceRocket held a series of workshops with key stakeholders. Together, they established a shared vision before completely redesigning the information architecture to align with user needs rather than internal structures.

This new, intuitive framework was rolled out in phases to deliver immediate value.

The final design provided a cohesive, professionally branded self-service portal across all support channels, which reinforced the provider's digital identity and improved user trust.

Results

This transformation resulted in a 60% reduction in portal complexity for the motoring leader’s JSM portal and a better user experience for its million-strong members.

Key results include:

• Simplified user journey: Request types are now grouped based on user needs, providing members with clear navigation and an efficient path to find support.
• Branded and scalable foundation: The portal provides a consistent, professional appearance aligned with the motoring leader’s brand, while its modular design supports future growth.