Best Practices to improve User Experience

Lakshman12 · ‎04-24-2020

Certain products have application specific best practices that will make using and interacting with them easier. The following products should be reviewed to ensure they follow user experience best practices: Incident Management,
Knowledge Management.

Incident Activity Log.
Remove '5-Planning' from Incident Priority.
Create actionable feedback task when an article is marked as not helpful should be enabled.
HR Service must have a Default Opened for / Approver view and Subject person / Task assignee view.
Valid To dates set to reasonable values (rather than the default of 2020-01-01 for all).
Service Catalog - Maximum order quantity should not exceed.

Asking users to fill out large, complex forms is frustrating and impacts the user experience. There will be many tables with more than 50 fields on them. If appropriate, consider changing forms (perhaps using machine learning to provide defaults) to help streamline. For example if there are choice fields with more than 10 options. Choosing the right option becomes frustrating if there are too many choices. Make sure to review below mentioned points.

Same field should not be twice on one form.
Minimize the number of options in a choice field.
Too many fields on a form.
Do not have Long module titles.
Form layout white space: make sure layout split does not have large empty areas because only one side contains fields.
Use Process Flow on Change Request.
Auto-complete to match text in the columns listed in the ref_ac_columns attribute should be enabled.
Width of the Special Handling Notes pop-up window in pixels cannot be less than 300 pixels.
The platform self-monitors certain scripts, and can identify items that are consuming excessive resources. These items should be minimized.

Slow loading forms in the last 30 Days.

ServiceNow has several properties and options that control how the interface is presented and used. Aligning to recommendations will make interacting with the system easier. This includes using the latest user interface.

Activity Formatter placement.
Very large maximum attachment size.
Value of glide.ui.max_ref_dropdown too high.
The "update on iterate" system property should be disabled.
Dirty form support not enabled.
A Module that links to a known big table should have a filter.
Update the page header caption.

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Thanks

Lakshman