Platform Academy - Introducing Next Gen Usage Insights with User Experience Analytics

[Sharon_Barnes]

This Platform Academy session brought together ServiceNow experts and users to explore the power of User Experience Analytics (UXA). Hosted by Sharon Barnes, with in-depth presentations from Samantha and Stav, the session delivered a deep dive into how UXA can transform the way organizations understand and optimize user interactions on the ServiceNow platform.

What is User Experience Analytics (UXA)?

User Experience Analytics is a core ServiceNow feature that tracks user interactions across web, portal, and mobile applications—without requiring additional licensing. It provides actionable insights into user behavior, session trends, feature adoption, and performance bottlenecks, helping teams design better experiences and drive platform adoption.

Why It Matters

With enhanced filtering, privacy controls, and integration options, UXA empowers organizations to measure adoption, identify friction points, and continuously improve the ServiceNow experience for all users.

Key Topics Covered

• UXA Overview & Architecture: We explain how UXA collects engagement data, stores it securely in regional repositories, and surfaces insights through dashboards and custom analytics. The architecture ensures no impact on instance performance or storage.

• Consent Management & Privacy: The session highlighted robust consent management options, including customizable policies by country, user-level preferences, and privacy-preserving data handling.

• Advanced Filtering & Customization: We demonstrated new filtering capabilities, such as filtering by custom user properties and event attributes, enabling granular analysis (e.g., tracking usage by office location or catalog item).

• Live Demo: We provide a walkthrough of the UXA dashboard, including user/session analysis, page performance metrics, event tracking, retention cohorts, funnels, and navigation paths.

• Platform Analytics Integration: UXA data can be used as a source in Platform Analytics, allowing for custom dashboards and combined metrics with other data sources.
• Zurich Release Highlights: The new Page Analytics Overlay panel provides direct, page-level insights without leaving the application, making it easier to access and act on usage data.