What makes a great experience?
Creating a great experience usually involves removing friction and adding unexpected delight. With ServiceNow Journeys, employees and agents can be guided through complex processes and events with the exciting tools and features available. With minimal planning and configuration through design tools, an outdated runbook process can be automated. This automation removes unnecessary steps, simplifies notifications, provides deeper guidance, and reduces repetitive tasks, allowing teams to focus more on the employee experience.
Helpful Objectives
Developing processes and notifications towards these objectives is a good place to start when designing a great experience.
- Proactive content that delivers answers to employees before they ask
- Easily discoverable status information
- Access through channel of choice
- Knowledge and answers available when needed
- Search and search results that make sense
- One place to go to for answers
Primary Components available within ServiceNow HR Service Delivery
ServiceNow HRSD offers many advanced features beyond Case and Knowledge Management to help provide a great experience for both agents and employees.
- Employee Center Pro – A configurable and searchable portal experience that also includes employee-based tasking and content experiences
- Content Experiences – Audience targetable content based on events or timing
- Content Experience Builder
- Employee Journey Management – Guided processes through grouped tasks and activities
- Journey Designer
- Life Cycle Events and Builder
- Journey Accelerators
- Talent Development – Application to manage and grow talent
- Workspaces – Specific interfaces for Managers, Agents and Administrators to quickly execute their work
- Case and Knowledge Management – Understand and manage the incoming work and provide knowledge to both agents and employees to correctly and efficiently respond to employees
Additional Specialized Components available within ServiceNow HR Service Delivery
- Employee Document Management – Store and mange employee-based documents for use in HR processes
- Alumni Service Center – Support ex-employees after retirement or termination
- Virtual Agents – Scale your agent base with virtual help
- Mobile – Support your agents and employees wherever they are and how they want to interact
- Integration Hub and Spokes – Configure integrations to give employees a single pane of glass to get the help they need
Platform Components
- Search
- Now Assist and Artificial Intelligence
- Guided Setup
Where to start?
ServiceNow HR Service Delivery provides Demo Data to help understand how different features can be used. The examples from the Demo Data demonstrate how to leverage key features to provide a well guided process. Most of the examples serve as reviewable blueprints, or starting places, to inspire a separate build out of a company specific process. Many of the activities, supporting groups, sample messaging and activities are stubbed out but are not intended as complete useable processes in a production environment. The examples are intended to show many of the features that take a process from a simple case storing data, to a process that provides automation. They are also intended to inspire creativity about how similar processes could be built, with slightly different tasks, messaging or activities. A few examples are highlighted below, and additional documentation and detail may be found in linked sources outside of this document.
IMPORTANT: This new Demo data will be made available in the product with the Xanadu family release.
Onboarding Demo Data included with ServiceNow HR Service Delivery
Employee Journey provides a detailed example experience through the New Hire Onboarding process:
- Proactive Content that guides employees through tasks during onboarding
- Status information via the Employee Center
- Mobile access for new hire employees
Screenshot of New Hire Onboarding (screens may very)
Offboarding Demo Data included with ServiceNow HR Service Delivery
Offboarding journey helps an organization manage Voluntary Offboarding:
- Proactive Content that delivers answers to employees before they ask
- Accessible status information
- Guided to-do items for Agents to make sure nothing is missed during offboarding
Parental Leave Demo Data included with ServiceNow HR Service Delivery
Parental Leave Demo Data provides a deeper dive into personalization for a specific leave experience:
- Specific portal design for supporting questions and answers during an exciting and hectic time
- Proactive Content that delivers answers to employees before they have to ask
- Access through channel of choice, especially when not able to be at a desk
Screenshot of Parental Leave (screens may very)
Alumni Demo Data included with ServiceNow HR Service Delivery
Alumni Service Center’s demo data and examples explore an experience for former employees:
- Post-retirement assistance available to employees
- Great alumni experience to entice talent to return
- Deflection of routine calls through easily accessible information.
Content Experience Demo Data included with ServiceNow HR Service Delivery
The Employee Service Center offers a great experience to employees in their day-to-day usage of ServiceNow. Content Experience and Campaigns allow targeting of specific groups of employees at specific times, or events in their tenure, with tailored content. Multiple demo data examples showcase various scenarios, task types, and audience selections.
- New Hire Campaign - Dynamic
- Campaign triggered when an employee is in the first weeks of onboarding. The goal of this type of campaign is to provide the right information and contacts at the right time to delight the new employee and help reduce early turnover.
- Tax Time Campaign – Timeline/Milestone
- Helps organizations by targeting geographically based employees prior-to and during tax time to proactively provide information. The goal of this type of campaign is deflecting known or expected spikes in call volumes.
- Annual Benefits Enrollment Campaign – Timeline/Milestone
- Helps organizations by targeting employees in certain countries during program enrollment periods, with knowledge guidance to walk them through the process. The goal of this type of campaign is increasing participation in programs and proactively answering questions.
- CSR & Earth Day Campaign – Timeline
- Celebrate certain holidays or corporate initiatives with this type of campaign.
- Work Anniversary - Recurring
- Celebrate employee achievements or key milestones in their career with this type of campaign.
- Laptop Refresh – Timeline/Milestone
- Use this example to help employees know when it is time to refresh hardware, security credentials, badge pictures or other personally cyclical activities. This example is IT focused and demonstrates how EC Pro can be used outside of HR.
- New HCM Rollout – Timeline/Milestone
- This IT focused campaign can be used to drive awareness, preparation and adoption of new corporate technology that is being rolled out over time. This type of campaign can be targeted to pilot groups, or to specific groups/locations and specific times or based on specific triggers.
- Happy Birthday – Recurring
- Drive personalization to employees on their special day to help with employment satisfaction.
What are other “experience examples” using ServiceNow?
Almost any process or content could benefit from a little automation or revamping to make it more efficient. To make it simple, many processes can be evaluated and replicated by taking the Sample Processes included with the demo data and then building similar Content Experiences, Life Cycle Events and Content Experiences with the design tools included.
- Onboarding could be leveraged to design regional onboarding processes, contractor process or even seasonal worker processes by simply changing knowledge referenced, activities and the activity sets executed.
- Voluntary Offboarding could be easily refined to support an Involuntary Offboarding process or iterated for a Reduction in Force (RIF) process.
- Parental Leaves could be used as a guide for developing another medical leave type process.
- Content experience samples show how to build a great, proactive solution for many processes, but could also be used for personalized moment-in-time events, like holidays, getting married celebrations, or even preparing for retirement.
NOTE: In the links of this document, we evaluate deeper, some of the considerations for such an undertaking and provide some simple process flow examples to help get started.
Onboarding-Like Examples
- Employee Onboarding (In Product Demo Data)
- This demonstration example has activity sets for Pre-Hire activities, first few weeks and months and a follow up after onboarding is complete to see how the new hire is adjusting.
- Temporary Worker Lifecycle (Contractors and Seasonal)
- Activities like benefits enrollment, hardware allotments and tax related items could be removed.
- Dates of active engagements and start and end date checks of software and system accesses could be changed.
- Feedback and employment reviews could be executed to determine future re-employment.
- Promotions/Employee Transfers
Offboarding-Like Examples
- Voluntary Separation (In Product Demo Data)
- This demonstration example has activity sets and activities to make sure that offboarding activities like gathering badges and equipment are returned, that accesses are removed and software assets are considered for reallocation.
- Support manager and teammates in the planning, transition and support of work.
- Involuntary Separation
- Activities from the Voluntary example can be modified to include activities like involving legal or security, preparation of severance packages, and alumni enrollment activities.
- Can be used in an iterative fashion for Reduction in Force initiatives.
- Alumni Experience (In Product Demo Data)
- Performance Issue and Improvement Plan
Parental Leaves-Like Examples
- Parental Leave (In Product Demo Data)
- This demonstration example gives an example of a portal specifically designed to support an employee going though a given life event.
- Designed to support an employee and team during an exciting a hectic time.
- Medical Leave of Absence
- Leverage the Parental Leave example for other Medical Leave, changing the support articles, activities, and voice of the communications relative to the types of leaves.
- Disable or reallocate spaces and accesses depending on the expected length.
- Return from Leave
- Create a specific guided Journey for employees returning from out of the office for extended periods of time.
- Plan for return, reactivate accesses and spaces to the returning employee.
Content Experiences
- Open Enrollment Campaign (In Product Demo Data)
- Getting Married
- Sustainability/Earth Day (In Product Demo Data)
- Preparing for Retirement
- Tax Time Campaign (In Product Demo Data)
- New HCM Rollout (In Product Demo Data)
- Laptop Refresh Announcement (In Product Demo Data)
Resources and references
Content Experiences (Employee Communications)
Employee Journey Management [at ServiceNow Documentation site]
