UX: Taxonomy Review and Design

  • Release version: Xanadu
  • Updated August 13, 2024
  • 2 minutes to read

    • The User Experience (UX) Taxonomy Review and Design Accelerator optimizes content structure and navigation in your portal, with a focus on Knowledge and Catalog to improve usability and help users easily find the correct information.

    Overview

    UX: Taxonomy Review & Design is designed to enhance portal navigation and content structure for improved usability and optimize portal knowledge and catalog sections to easily find information.

    The Accelerator is divided into three main phases, Diagnose, Run, and Review.

    • Diagnose: Assesses what the customer needs from their future taxonomy
    • Run: Conducts activities to assist in creating the desired taxonomy
    • Review: Discusses results and next steps

      The Accelerator differs slightly if your organization has an existing taxonomy you want to use or if starting without an existing baseline. See for additional information on taxonomy.

    Note:
    This Accelerator is available for Impact Advanced and Total packages.

    Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

    What you get

    Introduction session (up to 2 hours)
    Includes the following activities:
    • Review of the scope and expectations of the Accelerator
    • Overview of customer responsibilities​
    • Recap and validation of goals and key information
    Content assessment (up to 4 hours)
    During this session, UX Consultants may recommend and discuss the following depending on where you are in on the implementation journey:
    • Conduct a current state analysis
    • Discuss past research and feedback
    • Review relevant insights and analytics
    • Present base system taxonomy models
    Run UX activities (up to 8 hours)
    During this step, UX Consultants lead the process of helping you develop your taxonomy. Depending on where you are in the implementation journey, UX Consultants may recommend and conduct the following activities:
    • Assess customer requirements
    • Collaborate with customers to create, recruit for, and launch a taxonomy research study, if applicable
    • Send the test to the customer for distribution to desired participants
    • Collect and analyze the results
    • Guide customers toward an initial draft of the taxonomy
    Recommendations readout (up to 2 hours)
    During this step, UX Consultants host a readout session to present the findings and recommendations.
    • Review findings and recommendations
    • Provide next steps and action plan
    Outputs
    Taxonomy Findings and Recommendation Readout Deck

    Requested customer resources

    One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Requested customer resources and responsibilities
    Customer Resource  Responsibilities 
    Product owner (Required) Manages Customer’s ServiceNow portal.
    End users of portal (Recommended) Frequently uses the Customer’s ServiceNow portal.
    Customer UX lead (Recommended) Responsible for designing the user experience on the Customer’s end.
    Trusted service partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested information / access

    Refer to the applicable Impact Accelerator description available at  https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

    The Accelerator may conclude early if the assessment clearly identifies required changes.