This guide will answer adoption questions and provide best practices on your Next Experience adoption journey. Be sure to check back here as our products evolve for new guidance and best practices.
The Next Experience Adoption Journey
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Activate Next Experience UI Review product documentation for considerations and activate Next Experience UI to provide users a modern interface and unified navigation. If you're using Connect chat and are in the process of launching Agent Chat with a workspace, migrate to a workspace such as Service Operations Workspace (ITSM) or other workspace before activating Next Experience UI. | |
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Learn about Workspaces Explore new out-of-the-box workspaces to understand how we're transforming the fulfiller experience. If you're using Agent Workspace and Agent Chat, we suggest learning about our new workspaces and migrating from Agent Workspace shortly before or after activating Next Experience UI. | |
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Migrate Platform processes to Workspaces Migrate processes such as ITSM, CSM, HR and other processes using our out-of-the-box workspaces. Use each workspace's product docs for configuration instructions. | |
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Learn UI Builder Learn UI Builder fundamentals in order to create and configure workspace pages and Next Experience landing pages. | |
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Migrate custom apps to workspace and/or portal experiences Use App Engine Studio to create experiences for your custom applications. Use UI Builder to tailor your experience to our application's needs. |
Best Practices for Adoption |
Crawl, Walk, Run
It may be tempting to jump right into UI Builder to see what custom interface your team can create for a complex process. Our guidance on learning UI Builder is to start with simple processes and use out-of-the-box products such as workspaces when applicable. When creating custom experiences for custom processes, re-evaluate the process to see if it can be simplified first and use our out-of-the-box Next Experience Components when possible instead of creating your own to reduce time to value and technical debt.
Create a roadmap and migration project for transitioning users from Dashboards to Next Experience UI Landing Pages. You can release landing page variants by audience instead of all at once (while keeping other users on Dashboards) to reduce the development load and gather insights and feedback from the teams that are using Landing Pages.
Use out-of-the-box Workspaces
Our product teams have been utilizing Next Experience to create their new user interfaces since Quebec and most products have their own out-of-the-box workspace as of San Diego. Each product has defined their interface per the personas who are using them, so they're geared towards the fulfillers and users who spend their day working in ServiceNow on those products and processes. Instead of creating a custom workspace for a product such as ITSM, CSM, HR, etc. learn about our workspaces and launch them to avoid technical debt and to take advantage of the new features our product teams are releasing faster with store releases.
Define goals for your experiences
Start your workspace implementation with clear goals of what fulfillers are trying to achieve, for example KPI goals such as First Contact Resolution, or Knowledge attach rate, etc. and ensure the goals are agreed upon by the stakeholders. Next, evaluate our out-of-the-box workspaces to ensure they meet these goals and configure workspace features such as lists, landing pages, etc. with these goals in mind. Goal based design will answer questions such as "What should we set up in our Workspace?" as the tools will be configured to meet the needs of the goal.
Avoid Lift-and-Shift
You may have customizations in the Platform UI that you want to shift over to workspace to have parity between both interfaces. Migrating to a workspace is a great opportunity to re-imagine and improve your fulfiller experience. Your team may have made customizations to the Platform UI in the past, due to the one-size-fits-all limitations of the user interface, and these customizations may not be needed in workspaces. Start with comparing existing processes with out-of-the-box functionality and make configuration changes rather than trying to reproduce the Platform UI in a workspace.
Use Pilot Groups
Enabling a workspace will not override Agent Workspace or Platform UI configurations, which provides administrators and process owners time to configure the new workspace while fulfiller continue their daily work on the existing user interface. Utilize pilot groups on workspaces to begin collecting feedback from fulfillers while the workspace is being configured. When configuring take time to observe how fulfillers are working in the Platform or Agent Workspace UI today and take into consideration what has been working for them or not and build this into your Next Experience roadmap.
Offer training early and provide transparent support
Don't tack training to the end of an implementation project and wait for user feedback/questions until the very end of the project. By utilizing pilot groups and designing training early on with these groups you can get valuable insights into the configuration and design needs of your workspace before it is released to a larger audience. Implement Workspace champions from each department to assist with training, funneling feedback, and assisting teams with questions.
Roadmap continued improvement
Implementing a workspace experience or any other experience isn't a one and done project. Our teams are continuing to release new features for our workspace experiences that should be on your instance roadmap. Create a roadmap and strategy to handle enhancement requests from your users and take advantage of store releases to keep on top of new enhancements from our teams without having to wait for a family release.
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