All Articles posts

Transforming a Business Process: Continue Your Journey

gisellakontaria — Tue, 25 Jul 2023 20:50:36 GMT

Whether you are reimagining employee onboarding, finding new efficiencies in supply chain management, or something else entirely, you can use these steps time and time again to build business processes that work for people.

Challenges and Opportunities

gisellakontaria — Mon, 24 Jul 2023 18:54:45 GMT

Identify what is working well and holding you back from achieving a stated goal.

Collecting input effectively

gisellakontaria — Mon, 24 Jul 2023 18:52:47 GMT

Read my article on how to effectively collect input using the ServiceNow platform's form capabilities.

Usability Testing

gisellakontaria — Mon, 24 Jul 2023 18:58:35 GMT

Observe users interaction to identify issues affecting their ability to complete tasks.

Journey Maps

gisellakontaria — Mon, 24 Jul 2023 18:55:22 GMT

This method is used to see the process or service from the users’ perspective.

Tree Testing Methodology

gisellakontaria — Mon, 24 Jul 2023 18:43:34 GMT

With tree testing, you can identify navigation issues early on and make improvements to ensure your users can quickly find the information they need.

Theming Service Portals

gisellakontaria — Tue, 25 Jul 2023 20:45:54 GMT

This guide will walk you through your theming options from the simple to complex.

Aligning on long term goals

gisellakontaria — Mon, 24 Jul 2023 18:40:03 GMT

These shared goals will help drive decision making as you balance scope and timeline.

Prototyping Experiences

gisellakontaria — Mon, 24 Jul 2023 18:55:53 GMT

These libraries can serve as building blocks to explore ideas for your unique needs.

Understanding your users

gisellakontaria — Mon, 24 Jul 2023 18:57:15 GMT

A list of resources that will help you research journey and opportunities to participant in ServiceNow research.

Accessibility Leading Practices and Tools

gisellakontaria — Mon, 24 Jul 2023 18:31:20 GMT

Accessibility is an important part of all digital experiences — and at ServiceNow, we believe that everyone should have the opportunity to use our Platform and Products. What this means, is that we design with all backgrounds, abilities, disabilities, and various needs in mind to ensure that we can offer the most inclusive experience possible.

Continue bringing insights via Platform Analytics

gisellakontaria — Tue, 25 Jul 2023 20:47:54 GMT

Thanks for joining the session on using Platform Analytics to communicate clear and engaging insights.

Here are some resources mentioned in the presentation.

Transforming a Business Process: Continue Your Journey

gisellakontaria — Tue, 25 Jul 2023 20:48:26 GMT

ServiceNow's technology is powerful. This isn't news to anyone reading this blog post. We all know ServiceNow can be the engine to power your company's digital transformation dreams. But if you're not considering User Experience, you're not getting the most out of your ServiceNow investment. Why? Because building great workflows requires more than just great technology. It requires an understanding of the people those workflows serve; their needs, pain points, and goals.

Prioritizing the user when organizing content

gisellakontaria — Mon, 24 Jul 2023 18:16:41 GMT

Many ServiceNow projects involve a large inventory of catalog items, knowledge articles and other content. For users to find the right content efficiently, organization is key. Learn how to gain quick and early insights from your users on how they expect content to be organized using a classic UX method: card sorting.

Organizing Content

gisellakontaria — Mon, 24 Jul 2023 18:15:20 GMT

Here are some additional links including definitions, overviews, and best practices for creating well organized content, taxonomies, and information architecture.

Figma library sharing exits the pilot phase

gisellakontaria — Mon, 24 Jul 2023 18:14:09 GMT

After almost 12 months in a private pilot, we are excited to invite all of the ServiceNow community to download and leverage our Figma libraries when prototyping customer solutions for Employee Center, Mobile, Classic Environment, and Next Experience.

K23 Leading Practices: Self Service

gisellakontaria — Thu, 27 Jul 2023 20:24:01 GMT

To create more effortless help experiences for your users, check out these resources:

Create a Diverse Employee Center Welcome Message

gisellakontaria — Mon, 24 Jul 2023 18:11:02 GMT

Employee Center has a nice hero illustration with a prompt to search for help. A common pattern I’ve seen is customizing with a Welcome message for the current user. Let’s expand on this a bit and include a diverse welcome message that rotates greetings in different languages.

Knowledge23 Journey Mapping Studio

gisellakontaria — Mon, 24 Jul 2023 17:27:19 GMT

Learn how to use the best tool to identify opportunities to improve your workflows

Changing workflows is really hard. It's time consuming and costly. It requires getting buy-in from countless stakeholders who often have competing priorities. When you fail, you can make enemies and burn bridges. Your hard work will go unnoticed and unappreciated as your users will just go back to their old ways of doing things. No matter how bad those ways might be.

That means it's imperative that when we change a workflow, we get it right. So, how do we do it?

While transforming a business processes is a complex, multi-step ballet, there is one tool that stands above all others when it comes to finding opportunities to improve your workflows the right way. That tool? The journey map.

A journey map is a visual storyline of a user's experience. Don't let word "visual" scare you. Yes, people do make wonderfully beautiful and overwhelmingly ornate journey maps, but that's just for show. To get the real value? All you need is some post-its and a wall or your favorite digital white boarding tool.

A journey map must be based in evidence, not assumptions. They represent real behaviors, not those we imagine. Journey maps can be made based on one user's experience, but they are far more valuable when they represent a summary of multiple, ideally 5-10, users' experiences. This allows you to learn if one person has a unique experience that you should not design around or if there are common challenges across your users.

Journey maps can be fairly simple, tracking one type of users', for example all your company's junior attorneys, experience of a workflow. They can also be far more complex, showing how multiple types of users interact to achieve a common goal through a workflow. Both have value. It's when you identify those opportunities for improvement across your user groups that you maximize organizational value.

Finally, journey maps can illustrate multiple states or versions of your workflow. The first, the current state journey map, illustrates your users' experience as it is today. This tool allows us to identify pain points, inefficiencies, unmet needs, and opportunities to improve our workflows. The second, the future state journey map, allows you to put that learning to action by charting ideal future state workflows that will help you achieve your goals.

Join this session to learn how to put this powerful tool into action to maximize the value of your investment in ServiceNow.

How to do a task flow analysis

gisellakontaria — Mon, 24 Jul 2023 17:26:44 GMT

A step-by-step analysis of how one or many users will interact with a system in order to reach a goal.

All Articles posts

Transforming a Business Process: Continue Your Journey

Challenges and Opportunities

Collecting input effectively

Usability Testing

Journey Maps

Tree Testing Methodology

Theming Service Portals

Aligning on long term goals

Prototyping Experiences

Understanding your users

Accessibility Leading Practices and Tools

Continue bringing insights via Platform Analytics

Transforming a Business Process: Continue Your Journey

Prioritizing the user when organizing content

Organizing Content

Figma library sharing exits the pilot phase

K23 Leading Practices: Self Service

Create a Diverse Employee Center Welcome Message

Knowledge23 Journey Mapping Studio

Learn how to use the best tool to identify opportunities to improve your workflows​

How to do a task flow analysis

Learn how to use the best tool to identify opportunities to improve your workflows