Styling a Customer Service Portal

[JulienP93416726]

Hi UX SIG -

Has anyone had experience applying their organization's brand and design system to a Customer Service Portal? I'm wondering what kinds of design constraints I need to be aware of, for example, that ServiceNow's CSS is based on Bootstrap 3.something. (And is that getting updated to 5?)

And do any of the Experience Team's Figma community files include a component library for the Customer Service Portal?

Thanks.

Julien

[mirkoe]

It is very common to apply the organizations brand to Employee Center or any portal. Depending on customer, we usually agree on level of customizations we can do. It can be from a cloned widget with smaller details to fully custom widgets. It´s also good to know which widgets are those kind of widgets we do not want to modify or clone and where we can quite freely do it.

What I know, there is no update from Bootsrap 3 to 5 in roadmap, but you can still achieve any kind of stylings you like.

For Figma components, see here.

https://www.figma.com/@servicenow

[David Arbour]

I have a team of designers and CSS developers that I manage, and they are constantly creating and implementing new consumer-grade experiences for customers. If you can dream it, you can do it in ServiceNow. Setting it up properly so that it is maintainable and does not break on upgrades is another story.

ServiceNow has used Bootstrap 3.x since the Service Portal was introduced. I don't see it getting updated to 5.x anytime soon, but that's only an assumption on my part as I do not have insight into the product roadmap. Also, there's nothing stopping you from using any other CSS framework if you so desire.

[AJ Siegel]

I break down theming service portals in this article

Theming Service Portals