User Journey mapping within Service Now

danielcawley
Kilo Contributor

4 weeks ago

Can any one provide experience of how to use the platforms tools to be able to map user journeys and unlock unseen efficiencies and improve UX for my end customers

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Connectmustaq
Giga Guru

3 weeks ago

Hi @danielcawley ,

 

ServiceNow provides several platform tools to map user journeys, identify bottlenecks, and enhance user experiences. Practitioners have leveraged these tools to visualize end-to-end flows, analyze data, and drive continuous improvements for end customers.

 

Core Tools to Map and Optimize User Journeys:

  • Journey Accelerator / Journey Map Designer:
  • Process Optimization (Process Mining):
  • Experience Analytics & Session Playback:
  • Feedback Tools:

Practitioner Experiences & Best Practices:

  • Iterative Journey Mapping:
  • Cross-functional Workshops:
  • Automation and Simplification:

Steps You Can Take in ServiceNow:

 

  1. Launch Journey Map Designer or Journey Accelerator to visualize key user flows.

  2. Collect process data via Process Optimization and Experience Analytics.

  3. Run playback or trace analysis to see actual user steps.

  4. Gather direct user feedback post-transaction or workflow completion.

  5. Regularly update journey maps and retry optimizations based on real usage data.​

Using these tools, teams have successfully reduced ticket resolution times, improved form completion rates, and raised NPS/CSAT for end customers within ServiceNow environments

 

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik

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Connectmustaq
Giga Guru
In response to Connectmustaq

14 hours ago

Hi @danielcawley ,

 

If it is helpful, please hit the thumbs button please mark the answer as correct based on the impact!!

 

Kind Regards,

Shaik Mohammed Mustaq

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