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.
UX Design covers multi-stage process, executed as follows:
General user flow for a knowledge base portal, showing high level information architecture.
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.