Employee Experience

UX research, UI design, Design system

01

CONTEXT

ServiceNow is killing it with their design direction, both Interaction, and Experience. Redesign of the ServiceNow apps to embrace a new world of Employee Experience.

02

INSIGHTS

Upon conducting extensive qualitative research and field study, I have identified the mental model of the employees experience with their system.

03

IDEA

Insights gather from the research allowed us to create a employee experience that addressed the pain points while revamping the highlights associated with employee portal.

04

IMPACT

Out of 6 employees 5 of them using employee portal for all their day to day works. 0% people standing in IT tech lounge for any requests and queiries.

THE TEAM
MY ROLE
SKILLS AND TOOLS
BACKGROUND AND CHALLENGE
I joined ServiceNow IT team (2017) as a product designer as one of 2 designers in a company of over 20 engineers and 7 product managers. I support design across every aspect of their business and am responsible for UXD, UID across key parts of the application side of the platform. I've grown tremendously in the last year, some key achievements of which I have listed below:
1
Introduced design process

This has helped our team establish more structure to how we conduct our work and allow other teams to gain visibility across our upcoming sprints.

1
Introduced design process

This has helped our team establish more structure to how we conduct our work and allow other teams to gain visibility across our upcoming sprints.

2
Improved usability

Since we established a design team, we have been actively working towards conducting UX research and usability testing on all projects..

2
Across the platform

Since we established a design team, we have been actively working towards conducting UX research and usability testing on all projects..

3
Design system

This has helped to maintain consistency in the look and feel across different parts of the platform.

3
Design system

This has helped to maintain consistency in the look and feel across different parts of the platform.

THE CONTEXT
I started grasping the culture of the organization, the people and the way they work. Understanding the problem, I (we) conducted research interviews with the primary users to uncover any pain points that they were experiencing with the current portal.
PUZZLED NAVIGATION
NO MOBILE EXPERIENCE
HELPLESS BOT

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Understanding the user goals and needs, Uncovering pain points with the existing user journey, Determining the success of the tasks measured
MY RESEARCH ENCOMPASSED
INSIGHTS FROM PARTICIPANTS Workshop conducted to have in-depth interviews and did quick activities to identify the exact problem and expectations of the group.

Interview conducted with HR, finance, marketing, sales, IT, legal and security user groups.

I took the extra step of categorizing these problems into broader epics to provide the product managers and engineers with visibility into the key areas of the platform that needed to be addressed from a usability standpoint. This not only helped to prioritise usability issues in order of need but also helped to shape the product roadmap for the quarter.

Based on the user interviews conducted with 8 user groups on the existing Audience wizard, I (we) found the key issues

NARROWING DOWN THE SCOPE OF WORK

82

% of users felt that the overall navigation structure was arduous

86

% were frustrated that the portal doesn’t invite the user to perform

76

% of users found that it was easy to miss fields due to lack of hierarchy

86

% of users found the portal looks totally unprofessional and boaring
KEY INSIGHTS
Severity framework

I relied on a data-driven approach known as the severity framework to inform my process and list usability issues in order of priority. The framework helps to identify the severity score of a usability issue based on the following three variables:
Task criticality

how important is the task to the user? (1 = low, 5 = critical)

Issue impact

how much of an impact does this issue have on the user's task? (1 = suggestion, 5 = blocker)

Frequency level (%)

how many times does this come up out of total participants?

VISUAL REPRESENTATION
Card interface

Feedback from 5 hrs white boarding session made me work on the 2nd iteration of the wires. Involved engineers in all of my meetings with stakeholders. Some of the major user groups were with all of the conversations to bring the wow experience.
BRINGING IDEAS TO LIFE
Visual theme

Parallely I was working on creating visual assets by collabrating with brand team. Created clickable prototype and shared through Invision app. Took an additional initiation to have the back-end and front-end engineers in all of my visual presentations with the stakeholders.
VISUAL THEME

A design system for UI built with the combination of illustrations, photography, typography, space, layouts, and colors, icons for the aesthetic appeal.

View case study
DESIGN SYSTEM

A Design System is the single source of truth which groups all the elements that will allow the teams to design, realize and develop a product.

View case study
ILLUSTRATION SYSTEM

Built brand system for illustrations and those are an adaptable and effective way to build a company’s visual brand identity and keeping up the promisses of an organization.

View case study
NEW INNOVATIONS
I (we) did not stop thinking of enhancing the experience further more. Now consists of multiple apps designed to make search / request management/ approval management quick, easy and intuitive across various IT and business processes.

Make request/ issue submission process Simple, Easy, Intuitive and Quick using mobile. First step towards Augmented Service Management utilizing object identification and contextual search features.

GET HELP
Now mobile app

Enable quick and easy search of ServiceNow personnel information using mobile. Learn Who’s Who e.g. HR and Facilities contacts. Native mobile capabilities such as swipe to call/ email employees.

EMPLOYEE FINDER
Now mobile app

Make approval process quick and easy by providing a centralized place to view /approve/ reject all pending approvals from mobile. Native mobile capabilities such as push notifications and swipe actions to approve/reject. Includes approvals from SURF as well as external integrated systems such as Concur.

MY APPROVALS
Now mobile app

Quick access to all of users open requests/ issues/ HR cases etc. Make request tracking and follow ups simple and easy. Native mobile capabilities to add comments and call/ email agents assigned to the requests/ issues.

MY REQUESTS
Now mobile app

Enable sales personnel to do quick and easy search, view and update of customer information, opportunities and commits data using mobile. CRM on the Go.

CONSUMER INSIGHTS
Now mobile app

Conversational & Intelligent Service Paradigm enabling users to easily search information and navigate enterprise processes

VIRTUAL ASSISTANT
Now mobile app
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