Earlier in February I had the chance to participate in a ServiceNow Product Lab interview session and tried out 'specific AI Learning Paths beta features' in ServiceNow University. Unfortunately the ServiceNow Research Program Terms doesn't allow me to share details, this is why I decided to share details about the program and encourage you to enroll as well. Just by coincidence, if you log in to SNU at the moment, you will be presented with a banner that invites you to join the program.
What is Product Lab?
Product Lab connects you with the ServiceNow User Experience Research and Insights team so they can test new concepts, validate designs, and turn your feedback into smarter product experiences across the platform lifecycle. The team builds a deep understanding of user needs and pain points, studies how people interact with ServiceNow, and partners closely with Design, Product, and Engineering to influence product roadmaps.
How tests and studies work
As a Product Lab member, you can be invited to different types of UX research activities, each designed to fit into your workday with minimal disruption.
- Interviews: Remote conversations where researchers learn about your day-to-day work, needs, and challenges using ServiceNow.
- Surveys: Short questionnaires (typically 5–10 minutes) that you can complete whenever it suits your schedule.
- Workshops: Remote or event-based sessions where you co-create, prioritize, and react to new ideas and solution directions.
- Contextual inquiry: With your approval, researchers observe how you work in your own environment to understand your context and workflows.
Upcoming research themes currently include areas like Service Operations Workspace, generative AI, implementation and deployment experiences, and embedded experiences that bring ServiceNow components into other support sites.
Who can participate?
Product Lab is open to a broad community of people who work with ServiceNow or enterprise software.
- Any ServiceNow employee, customer, or partner can join the Product Lab Insider Program.
- Enterprise software users such as IT service desk agents, implementation experts, instance and app admins, platform owners, developers, website owners, customer support teams, and new customers are all welcome.
- Participation is global: you can join from any country, with many studies running remotely so you can choose when, where, and how to take part.
You are also encouraged to invite colleagues in your organization so researchers can hear multiple perspectives on how ServiceNow is used day to day.
What’s in it for you?
By joining Product Lab, you help shape better product experiences for yourself and the wider ServiceNow community.
- Better product experiences: Influence future capabilities with early insight into new ideas and features.
- Knowledge sharing: Access regular webinars and updates that show how your feedback is directly impacting product decisions.
- Participation rewards: For many studies you can choose between gift cards, ServiceNow swag, or donating your reward to charity.
How to join
Joining is simple: fill out the Product Lab sign-up form so the team can match you to relevant studies based on your role, experience, and interests. Your information is used only to connect you with suitable research and is not shared or sold externally, and you can update your details anytime by resubmitting the form.
