The power of customer feedback in shaping user experience

Understanding user needs and acting on their feedback is crucial to creating products that they value and love to use. That’s why we take customer feedback seriously at ServiceNow. As chief experience officer, I believe in a human-centered approach. Our user experience research and insights team is integral to how we bring our products to life.

To discover deep, impactful insights that shape the future of our products, we conduct research sessions with members of Product Lab, a customer end-user panel. I want to highlight some important ways their inputs influenced two key features in the recent ServiceNow Platform Yokohama release.

Voice for Now Assist

During research, we worked to understand the needs, expectations, and pain points of Product Lab members regarding voice tools. It became clear we needed a voice model that could understand a variety of accents and intonations to work consistently.

In response, we integrated a high-quality voice model into Now Assist that has a more accurate ability to discern a customer’s pronunciation and cadence. By using higher-quality models, we have increased understandability, making Now Assist a more inclusive tool.

Product Lab members also highlighted the importance of privacy, particularly with audio data. We took swift measures to set their minds at ease. Voice data is now automatically purged immediately after use, ensuring data privacy and security.

Process Mining

Another important feature we significantly improved in the Yokohama release is Process Mining. In research studies, Product Lab members reported cryptic error messages, performance issues, and ineffective insights.

We rewrote the error messages to ensure they’re clear and actionable. This empowers users to troubleshoot independently, leading to a more efficient experience.

We also made significant improvements to the performance of Process Mining by integrating RaptorDB, our high-performance hybrid transactional and analytical processing database. The product’s cutting-edge data management and processing algorithms efficiently handle large data sets, reducing processing times and the risk of data loss or corruption.

This integration helped boost the speed and reliability of Process Mining, allowing users to access insights more quickly and with greater confidence.

Product Lab members also told us the insights on the Process Mining dashboard needed to be more meaningful. In response, we updated the insights and tool tips within Process Mining to make it easier for customers to understand the significance of the data and how it can be used to optimize workflows and enhance overall performance.

Share your voice

We’ve seen firsthand how valuable customer feedback is in driving meaningful improvements. Through the insights provided by Product Lab members, we’ve been able to address critical issues and enhance key features, such as Process Mining and Voice for Now Assist.

Customer perspectives have not only guided our development efforts, but also reinforced our commitment to continuous improvement.

If you’re a ServiceNow customer who would like to contribute feedback to future product updates, I invite you to become part of Product Lab.