Overview User personas are a fictional representation of a user your solution might serve. A solution may have one or more personas based on the audience it solves a problem for. Each persona is documented in a way that represents the goals and cha...
When we embark on any project, it is critical for the project team to develop shard knowledge about the project's goals, users, and processes. When a team has this alignment, it empowers them to make better decisions, faster. In this phase of the ...
Overview What is a task flow analysis? A step-by-step analysis of how one or many users will interact with a system in order to reach a goal. Outcomes Identify key steps a user will take to move through a task Insights into who will be part of t...
Method overview When your team sets off on a journey to deliver a project, it is critical that everyone is aligned on 1-2 long term goals. These shared goals will help drive decision making as you balance scope and timeline. Outcomes Some of the ou...
Sample journey map Method Overview Through this method, you create a timeline of touchpoints between the user, the application(s), and any people/organizations they interact with. This method is used to see the process or service from the users’ pers...
Method Overview You can use contextual inquiry to gain insights into how your employees or customers interact with your ServiceNow solutions. This method allows you to observe and interview users as they perform tasks in their own environment; provid...
