Employees don't need more answers. They need things to get done.
ServiceNow EmployeeWorks is one super app to ask, act, and accomplish work across any business system, agent, or content. The EmployeeWorks Web App brings that to the web as a consumer-grade experience built on a brand new technology stack. It is the next generation of Employee Center (Pro). Employees get what they need without hunting across portals, tools, or tabs: they describe the outcome, and the work gets done, from any device and channel. It is powered by ServiceNow Otto (built on Moveworks) and continues ServiceNow's journey from many portals to one AI front door for work. The EmployeeWorks Web App also works on mobile, inside the ServiceNow mobile app, and is in controlled availability. Customers can request access through the ServiceNow Community.
Below, you’ll find how EmployeeWorks Web App helps employees get things done, stay on top of work, find people and information, stay informed, and make it their own.
The Foundation |
How EmployeeWorks Web App is built, and why it matters.
1. Built on Lux, an AI-native tech stack
The EmployeeWorks Web App is built on Lux, an AI-native foundation on open web standards.
Lux is a framework for building widget-based UI experiences on a ServiceNow instance, formerly the AIUX framework. It is built on three capabilities that work together. It keeps context awareness of who you are and what you are doing, assembles signals from your environment so it surfaces what matters before you go looking, and adapts every surface, interaction, and notification to you.
It is built on open source tools, Lit and daisy UI, with an open CSS class system, so skills transfer and the same component works on a page, on a canvas, and in chat. It runs off-instance on services built for AI, with server-side rendering and modular services that scale independently. ServiceNow upgrades the latest platform UI automatically, so teams do not wait on six-month release cycles.
Developers get more done with code agents, the Now SDK, and Lux Lab in VS Code, and achieve more within ServiceNow standards and governance with less dependency on the platform. Customers can bring their own models.
What employees get |
Everything employees can do, grouped by outcome.
2. Get things done
Employees describe what they need in plain language, and the work moves forward without switching tools.
2.1 Conversational home page
One chat bar on the home page answers questions, submits requests, and surfaces relevant content. Suggested prompts guide employees toward common actions. Pre-defined widgets put open tasks, approvals, and requests front and center, so nothing gets missed.
2.2 Complex requests, completed end to end
Employees can ask for complex things in plain English, and Otto works out every step. It plans the work, identifies the records and systems involved, and runs each step in the right system of record. It checks each outcome and adjusts the plan when something changes or an input is missing, so the request finishes instead of stalling.
For example, an employee relocating to a new state can have their personal records updated in the HR system, with Otto surfacing the relevant handbook and payroll FAQs after the change. For any change to sensitive data, Otto summarizes what it is about to do and waits for the employee to confirm before committing.
2.3 Interactive split view to consume content: fill catalogs, read articles, explore pages
Otto and the content stay open side by side. Employees can read an article, fill in a form, or review a task while asking follow-up questions, without losing their place. Otto finds the right catalog item, shows options with source citations, and opens the form in split view. For policy questions, employees get a direct answer, with the full article one click away.
3. Stay on top of work
Tasks, approvals, and requests come to employees in one place, with the most urgent items first.
3.1 Tasks and requests
With EmployeeWorks Web App, tasks and requests come together in one unified experience, covering every task, request, approval, and to-do. Two tabs separate what needs action now from what to track, and AI sorts the most urgent items first. Approval tasks show an AI Insights panel, which requires Now Assist for Platform.
3.2 My Canvas
Admins can build their own widgets and make them available to employees by role. Employees then personalize their canvas by dragging and resizing widgets, and adding or removing them from the library available to them. Admins set default layouts for each group, and pre-built widgets such as My Requests, My Calendar, and Activity Hub are ready to use from the start.
4. Find people and information
Answers and colleagues are a question away, with sources employees can trust.
4.1 Enterprise Search Application
Find answers across your business systems with 100+ pre-built search connectors, including SharePoint, OneDrive, Google Drive, Slack, and Outlook. Results come with AI summaries and inline citations, so employees can trace each answer to its source.
Employees can search from a dedicated search page, with filters for source, type, author, and date, or ask Otto and keep the conversation going from any result. Results respect each system's permissions, so employees only see what they're allowed to see. Employees can also search in any language, without the content needing to exist in each one.
4.2 Explore: browse company content and services
Explore gives employees a structured way to browse company content and services, alongside chat. Top-level topics sit in the Explore side panel, and a directory page shows topics as a gallery with images. Topic pages follow the Employee Center taxonomy and include breadcrumbs, so employees can always find their way back, and admins can edit topic pages inline.
4.3 Org Chart and Employee Profile
Browse reporting structures and find colleagues. Profile cards open in split view, and employees can update the fields they are permitted to change.
5. Stay informed
Employees see what needs attention and act on it without changing apps.
5.1 Notifications
Approvals, task updates, and request updates in one panel. Employees can follow up on a notification or act on it, such as approving a request, right from the panel.
5.2 Announcements (Extended)
Content managers create and publish targeted announcements in a visual content library, with a live editor, audience targeting, and scheduling
5.3 News and events content feed (Extended)
Employee news and company events appear in the Content Feed widget on My Canvas, so employees see what is happening without searching for it. Admins choose whether to show news, events, or both. The feed is built on Content Publishing, so content can be scheduled, targeted to audiences, and set to active status rules. Existing Employee Center Pro content carries over with no migration.
5.4 App Launcher (Extended)
One place to open internal and third-party apps with single sign-on, so employees can move from asking to acting without switching contexts.
What admins control |
How admins brand, configure, and measure the experience.
6. Make it your own
An experience that looks and feels like yours, with no custom development needed.
6.1 Branding and background
Set the home page background as a solid color, gradient, or uploaded image, with independent light and dark mode settings. Match the logo and text color to your background, set the corner radius for cards, buttons, and fields, and rely on automatic WCAG-compliant accessibility checks.
6.2 Audience-based brands and themes
Admins can set different brands and themes for different audiences, so each group sees an experience that fits them.
6.3 Change Otto name and logo
Otto can have its own name and logo, set independently of the name and logo for the overall Web App. Otto can feel like part of your organization, while the Web App keeps its own identity.
6.4 Built-in extensibility
Extensibility is built on Lux. Because every surface uses the same components, a change made once applies across pages, canvas, and chat, and it stays upgrade-safe. Admins can configure in place. They open any page, click the pencil to edit a widget, and change settings such as Quick Links, topic headers, and support resources. Changes are stored as upgrade-safe settings, and any widget can be reset to its default.
To go further, admins and developers can clone a ServiceNow widget and make it their own, or describe a new widget in plain language and have Now Assist write the code. Developers can add pages with their own menu item, or override a ServiceNow page to swap in their own widget. Pro-code work uses the Now SDK in VS Code, the ServiceNow IDE, or the terminal, with previews on desktop, tablet, and mobile.
7. Manage and measure
7.1 Admin console
Set branding, configure Otto, connect search and data sources, and define the default canvas layout, with a live preview before anything goes live. Find it in the EmployeeWorks Web App Product Hub in Impact Admin.
7.2 User Experience Analytics
Sessions, page visits, and widget renders are captured automatically, so you can see real adoption from day one.
Migration from Employee Center is straightforward: the Unified Inbox, Employee Profile, and Org Chart carry over existing configurations. The experience is built on the AIUX Framework with WCAG 2.2 AA accessibility, the interface is available in six languages, and Otto supports over 100. Custom AI widgets require Now Assist for Creator.
Packaging and getting started |
What’s included and how to begin.
8. Packaging
The EmployeeWorks Web App is a capability within EmployeeWorks and is available through EmployeeWorks SKUs and BU-AI SKUs.
- ServiceNow EmployeeWorks and HRSD AI Packages: include EmployeeWorks Web App Extended and EmployeeWorks Web App.
- All other BU AI Packages: include EmployeeWorks Web App.
9. Get started
The EmployeeWorks Web App has gone through significant enhancements since launch. We recommend organizations move to the latest October release, which is supported on Zurich Patch 13, Australia Patch 7, and Brazil Patch 1. Get EmployeeWorks Web App or The EmployeeWorks Web App Extended from the ServiceNow Store, and see the product documentation to begin.
Ready to bring the EmployeeWorks web app experience to your organization? Refer to the EmployeeWorks Web App Implementation Guide for step-by-step deployment guidance.
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