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ServiceNow UX design


ServiceNow UX design is a service to ensure your organization with top quality user experience while using the platform.

Any product which involves user interaction inherently delivers some kind of user experience. Its quality may heavily impact success, especially for more user-focused cases where user engagement and satisfaction make or break the solution.

The areas where ServiceNow UX design is exceptionally important are e.g. appointment management processes, or direct customer interactions like live chat.

An example of low fidelity wireframe for desktop.

An example of low fidelity wireframe for mobile.

UX design scope & stages


UX Design covers multi-stage process, executed as follows:

  • Discovery & Definition – identification of the core problem that needs to be solved that helps define direction of the solution. This includes:
    • User research – to provide knowledge about end users, their behaviors and workflows. These allow to empathize with end users and set the background for the delivery of solutions tailored to their needs and POVs (points of view).
    • Research & brainstorming – the review of available ready-made  and other possible custom-made solutions.
  • Prototyping – design of the high-level information architecture that provides:
    • User flows – definition of paths that allow to reach a particular goal with the use of your ServiceNow solution.
    • Low-fidelity wireframes – presentation of the features layout to be applied in your future solution.
  • User testing – moderated testing sessions to assess the usability of prototypes, mockups and their variations. They are carried out on a sample end user group (up to 8 people), by means of commonly used tools and methods like user observation, heat maps, A/B tests.

General user flow for a knowledge base portal, showing high level information architecture.

Problems solved by UX design in ServiceNow

The most frequent problems UX Design faces are low user engagement and low accessibility. Low user engagement is oftentimes caused by suboptimal information architecture, e.g. too many clicks to access crucial functions/information. In turn low accessibility can be caused by improper target group definition, e.g. non tech savvy users will need more simplistic solutions than tech savvy ones.

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