User Experience for HR Service Delivery

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of User Experience for HR Service Delivery

    The User Experience Analytics dashboard in HR Service Delivery enables ServiceNow customers to monitor and analyze key performance indicators (KPIs) relating to user interactions on the Employee Service Portal. Accessible through Dashboard and Reporting, it provides insights into user engagement, session activity, and behavior to help create more intuitive and effective user journeys.

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    Key Features

    • Dashboard Metrics: Track total active users, total sessions, page views, unique users, average session duration, retention, funnel completion, and top events to measure user engagement and portal performance.
    • Event Tracking: Monitor critical user actions such as to-dos opened and completed, requests submitted, survey responses, knowledge article views, and login status. Event tracking must be enabled with user consent, which may vary by geographic location.
    • Session Analysis: Analyze user sessions with detailed timelines showing to-do statuses, relevant articles accessed, and progress on My Requests including HR cases and service actions.
    • Geographic and Technical Analytics: Review user data based on location, operating system, and device type to better understand user demographics and technical environments.
    • Survey Interaction Insights: Gain visibility into user behavior related to Listening Posts and pulse surveys, helping to assess employee experience and engagement with survey widgets.

    Practical Benefits

    By leveraging these analytics, ServiceNow customers can:

    • Identify bottlenecks and optimize user workflows on the Employee Service Portal.
    • Improve employee engagement through data-driven insights into user behavior and preferences.
    • Measure the effectiveness of HR service delivery and knowledge article usage.
    • Track survey participation and responses to enhance feedback mechanisms within HR services.
    • Ensure compliance with consent requirements for tracking user analytics.

    User Experience Analytics dashboard provides dashboard views for monitoring the key performance indicators (KPIs) of web applications built on the Employee Service Portal.

    You can access the dashboard from Dashboard and Reporting. Monitor key performance indicators of the users experiences to create more intuitive user journeys. Click the respective session for a detailed analysis.
    • Enable the analytics to view the number of users and their engagement rates over time.
    • Analyze the analytics such as geographic, sessions, operating system, and more.
    • Track user actions, see user flows, and understand user behavior.
    • Gain visibility into the workflows and create more intuitive user journeys.

    Dashboard overview

    From dashboard, you can track the following employee sessions, page views, and actions. Navigate to User Experience Analytics > Dashboard for more information on the following modules and controls:
    • Total active users
    • Total sessions
    • Page views
    • Unique users
    • Average session duration
    • Retention
    • Funnel completion
    • Top events

    To track the actions, you must enable the analytics first.

    Enable Analytics

    When you launch the application for the first time, you must enable the consent for tracking the user analytics. Based on your geographic location, your consent settings may change.

    Event tracking

    Track the following events, status, and progress of the following events. Navigate to User Experience Analytics > Analytics > Events for more information.
    • To-do opened
    • To-do completed
    • My requests
    • Relevant for you
    • Successful login
    • Tracking enabled
    • Tracking disabled
    • View knowledge article
    • Successful submissions at survey response
    • Unsuccessful attempts at survey response
    • Submit record producer request
    • Submit catalog request
    • Search

    Employee To-dos

    Track the employee to-dos, tasks, actions, short descriptions, and status from the sessions section. Navigate to User Experience Analytics > Sessions > Timeline for more information.
    • To-do type
    • To-do opened
    • To-do completed

    Relevant for you

    Track the Relevant for you information from the sessions section. For example, you can see article title, page id, and more. Navigate to User Experience Analytics > Dashboard > Sessions > Timeline for more information.

    My Requests

    Track the progress of My Request information from the sessions section. For example, you can see Action: Ask A Question, Action: Accept Resolution, HR Case, HR Service, and more. Navigate to User Experience Analytics > Dashboard > Sessions > Timeline for more information.

    Knowledge

    See how employees use the progress of knowledge articles. Navigate to User Experience Analytics > Analytics for more information.

    Analytics and reports

    See the analytics about usage, technical, geographic, events, retention, and more. Navigate to User Experience Analytics > Analytics for more information. You can see the reports for various timelines such as daily, weekly, monthly.