With more and more time spent online, our expectations for a slick and intuitive experience have increased. This has extended beyond our day-to-day personal activities, to include our online interactions within the workplace. By not providing user-friendly interfaces to employees, organisations risk disengagement and diminished productivity levels.
What is ServiceNow UX?
When we talk about UX in the context of ServiceNow, we’re referring to how users perceive and interact with the platform. A good UX means that ServiceNow is not only functional, but also intuitive, efficient, and tailored to assist users in performing their tasks with minimal friction and maximum satisfaction.
Why UX Matters?
Potential outcomes of an overall negative user experience are:
The relationship between users and technology is tangible and has a direct impact on their output and satisfaction when using a platform. For most, this connection is solidified through interactions with outward-facing interfaces such as a self-service portal or chatbot. For the full value of a platform like ServiceNow to be realised by an organisation, its employees must feel confident and empowered when navigating and using the platform.
Without this level of trust between user and technology, an organisation will find it more difficult to drive adoption of the platform and improve ways of working. Frustrated users may revert to old ways of getting things done, like emailing someone directly. This can lead to resurfacing of issues with traceability and accountability that ServiceNow was intended to solve.
Creating A Positive UX In ServiceNow
To keep up with user expectations, you need a platform that has its finger on the pulse of modern ways of working. The ServiceNow ecosystem is constantly evolving to meet the changing needs of a modern workplace, with updates providing new interfaces that are focussed on providing engaging experiences to drive productivity with employees and enhance user satisfaction. Updates have previously included:
- Self-Service with Service Portal
- Instant Assistance with Virtual Agent
- Modern Design with UI Builder
- Personalised Experiences with Configurable Workspaces and Employee Center
- Real-time Collaboration with Sidebar
- Generative AI Assistance with NOW Assist
- Task Automation with Flow Designer + RPA Hub
- Search Intelligence with AI Search and Vector Search
- Industry-Focused Experiences with industry-specific solutions
How To Keep Up
With technology trends and expectations developing at pace, it can be hard for organisations to keep up. This can be especially true with regards to user interfaces and experiences, where the benefits may not be easily measurable.
The ServiceNow User Experience Review & Analysis by AC3 helps organisations maximise the value of their platform by identifying opportunities to enhance user engagement and productivity. This assessment evaluates an organisation’s readiness to uplift the user experience by examining the current state of the platform against three main principles:
- Available Products and Features
- Standards and Governance
- Technology and Security
The outcome is a clear, actionable strategy to modernise the interfaces users interact with, driving a more intuitive, efficient, and satisfying experience across the ServiceNow environment.