On November 16th, 2022 we conducted our sixth Employee Experience Platform special interest group meeting comprised of customers who have or are in the process of consolidating their legacy intranet portals into the ServiceNow Platform. This SIG has exploded to 530 members over the past two years!
We hosted two wonderful customer speakers who shared their journeys. Mark Andreopoulos provided a brief overview of User Experience Analytics and I provided a brief overview of the new Rich Content Editor; our new drag-n-drop interface for non-technical employees to manage the content on portal pages that they own. Below is a recap of the meeting
Christopher Burns at CommonSpirit updated our members on his organization’s progress since the ultra-successful deployment of their “Employee Central” portal last year. Christopher said Employee Central has become the “center of gravity for the employee experience and receives an average of 1.1M sessions per month.” Because adoption has been so good, CommonSpirit surveyed their employees to determine how they would prefer to access the experience on their mobile devices. The majority voted in favor of a downloadable mobile app. Therefore, CommonSpirit elected to replace another vendor’s mobile application that had < 1% user retention with the fully branded Now Mobile App. They completed their implementation in October and they plan to rolled it out to employees early next year. It will be a single mobile application for employees to access News & Events, find answers, and engage support.
Royce Dsouza described this company’s journey to replace their legacy SharePoint intranet with ServiceNow’s portal and provide an uplift to their ITSM user experience at the same time. The new portal has been an overwhelming success! For more details, you may read about the solution through their partner, NewRocket’s, published case study.
Mark Andreopoulos provided a brief overview of User Experience Analytics and described multiple ways in which customers can set up funnels and cohorts to highlight patterns of behavior that are considered insightful.
I demonstrated the new Rich Content Editor which transfers power to content managers and business stakeholders to create and update content on Dynamic Topic Pages and microsites they are responsible for. Here is a 3 minute video of the Rich Content Editor.
If you are interested in joining this special interest group and participating in future meetings, feel free to contact me.
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