Best practices for structuring taxonomy and driving adoption in ServiceNow Employee Center
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4 hours ago
Hi everyone,
As organizations consolidate multiple legacy portals into ServiceNow Employee Center (EC), one of the biggest operational challenges is driving sustained user adoption and maintaining a clean, intuitive taxonomy across different functional departments like HR, IT, Facilities, and Legal.
When users are met with cluttered landing pages, overlapping service catalog categories, or hard-to-find knowledge articles, they often bypass the portal entirely and fall back on direct emails or phone calls to the service desk, defeating the purpose of portal deflection.
For teams that have successfully scaled Employee Center, what governance frameworks, taxonomy structures, or content curation strategies have you found most effective in keeping the user experience seamless and boosting self-service adoption?
Would love to hear how others approach long-term portal maintenance and optimization!
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an hour ago
Hi,
IMO, many companies are moving away from building a structured taxonomy as the majority of the users will use a search instead of navigating around the categories. I would focus more on having the proper naming and description for the service catalog items and of course the knowledge articles so the information will help the search itself. Overlapping categories are definitively a big failure point that would not help the adoption.
If you still want to improve the Taxonomy you need to have small interviews with the end users directly to understand for example where they would try to find the most used catalog forms in the various IT, Legal, HR categories or where would they click to get started. The simplest the portal is easiest for the user. How I see the fulfiller teams also may use certain terminology which is meaningless for the end users.
There are UX improvement techniques, I would recommend to go through this learning course in ServiceNow University
https://learning.servicenow.com/lxp/en/pages/learning-course?id=learning_course&course_id=227c925bc3...
I hope this helps,
Csilla
