Tammy Jo Martinez is the Director of Customer Support at the University of New Mexico Information Technologies department. She led an effort to redesign UNM IT's Cherwell self-service portal to be more customer-centric and improve the customer experience. The previous portal required an in-depth understanding of IT processes and did not focus on delivering value to customers. Martinez consulted with an implementation partner and held focus groups with customers. The redesigned portal focuses on communicating services simply and facilitating outcomes for customers without requiring them to understand internal IT processes. It has led to increased customer satisfaction. Martinez's presentation covered the objectives, redesign process, outcomes and opportunities to further improve the portal through collaboration and metrics.