WORK

Enterprise Design Thinking

ServiceNow

My Role in ServiceNow

Product Designer, User Experience Focused

I joined the ServiceNow IT team as a product designer, one of only two designers in a team of 20+ engineers and 2 product managers. I support design across the business, focusing on UX and UI for key parts of the platform. Over the past year, I’ve grown significantly, achieving the following key milestones.

Working closely with a Snow Developer, our focus was on rapid iteration and continuous learning. I took the lead in generating prototype-ready ideas and swiftly testing them with the team to refine and enhance our approach.

The Challenge

Lack of user-centric design

The absence of product owners led to the development team creating the UI based solely on the framework suggested by ServiceNow.

As a result, the employee portal’s features were not intuitive, making it difficult for users to access information effectively. This lack of user-centric design contributed to low engagement and usability issues.

By following these methodologies, I was able to create a user experience that was not only functional but also engaging, intuitive, and aligned with the needs of both users and stakeholders.

Research

Portal Observation

I conducted a thorough portal observation before engaging with users to identify key usability issues. Through this analysis, I categorized the problems based on their impact on functionality, user experience, and overall efficiency.

Using these insights, I created a structured deck to guide user interviews and validate findings. The compiled observations and insights were later reviewed with stakeholders and product owners to align on priorities and next steps for improvement.

Detailed Portal Analysis

Every page of the employee portal underwent a heuristic evaluation, covering key sections such as Knowledge Base (KB), Raising Requests, Catalog Items, To-Dos, and Company Benefits. HR and Benefits played a major role in the research, as they are critical touchpoints for employees.

This thorough evaluation helped identify usability issues, categorize them based on their impact, and prioritize areas for improvement. These insights were compiled into a structured deck to facilitate user interviews and were later reviewed with stakeholders and product owners for alignment on next steps.

Every page of the employee portal underwent a heuristic evaluation, covering key sections such as Knowledge Base (KB), Raising Requests, Catalog Items, To-Dos, and Company Benefits. HR and Benefits played a major role in the research, as they are critical touchpoints for employees.

This thorough evaluation helped identify usability issues, categorize them based on their impact, and prioritize areas for improvement. These insights were compiled into a structured deck to facilitate user interviews and were later reviewed with stakeholders and product owners for alignment on next steps.

Employees expect a seamless experience across devices, and the inability to access the portal from mobile creates frustration and inefficiency.

Define

A redesigned employee program should ensure that users receive the right resources, information, and technology at the right times, enhancing their overall experience and productivity.

Recommendations

A redesigned employee program should ensure that users receive the right resources, information, and technology at the right times, enhancing their overall experience and productivity.

Design

A personalized workplace experience, seamlessly designed by eliminating all friction, ensuring efficiency, ease, and user satisfaction.

Success

Employee engagement with the portal increased due to its high performance, integrated search solutions, and enhanced chat assistance, leading to a higher level of user satisfaction.

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