UX: Portal Experience Review

The UX (User Experience) Portal Experience Review Accelerator provides a comprehensive evaluation of your Employee Center, focusing on usability, design, and ServiceNow leading practices to enhance overall user experience engagement.This accelerator evaluates the UX of a customer’s ServiceNow portal, focusing on usability, design, and leading practices to enhance overall user experience and engagement.

Accelerator overview

UX: Portal Experience Review can enhance Employee Center adoption by evaluating the portal against ServiceNow leading practices, identifying UX issues, and providing actionable recommendations to improve design, enhance user satisfaction, and increase portal efficiency.

See on Employee Center.

UX: Portal Experience Review provides Impact customers with an assessment of the user experience of their ServiceNow portal implementation. Through careful review against ServiceNow leading practices, we identify UX issues and provide actionable recommendations to improve design, enhance user satisfaction, and increase portal adoption and efficiency.

Nota:

This Accelerator is available for Impact Advanced and Total packages.

Nota:

This Accelerator is available for Impact Guided, Guided+ (Platform Governance), Advanced and Total Packages.

What you get

Session preparation

• Provision a temporary instance
• Review customer’s portal to uncover UX insights and identify actionable recommendations

Customer Coaching Session #1 (up to 1.5 hours)

Includes the following activities:

• Review scope and expectations of the Accelerator and confirm customer needs.
• We will facilitate the collection of essential information to conduct the expert review of your ServiceNow Employee Center, such as portal access, export content taxonomy, and so on.
• Discussion of findings from the evaluation of the current Employee Center portal experience, along with initial recommendations for improvement.
• Discuss findings from the Employee Center portal evaluation, along with initial improvement recommendations.

Assessment of current Employee Center UX (up to 8 hours)

The UX Consultant will complete an Expert Review of your Employee Center to gain deeper insights of the user experience.

Customer Coaching Session #2 (Optional Upon Recommendation-up to 1 hour)

• The UX Consultant will present findings from the evaluation of your current portal experience, along with initial recommendations for improvement.
• You’ll have the opportunity to provide feedback on these recommendations and ask follow-up questions.
• Continue discussion of current portal experience recommendations, if needed
• Opportunity for Q&A related to recommendations

Outputs

• Assessment Findings
• Recommendation Readout Deck

Requested customer resources

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

Tabela 1. Customer resource and responsibilities

Customer resource	Responsibilities	Required	Optional
Product owner	Manages Customer’s  ServiceNow  Service Catalog.	✓
Customer UX lead	Responsible for designing the user experience on the Customer’s end.		✓
UX & OCM Expert	Primary stakeholders and advocates for user experience and organizational change management.		✓
Trusted Service Partners	Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.		✓

Requested Information/Access

• Customer goals and UX pain points for portal to be reviewed
• Existing user research and feedback on current portal, plus relevant insights

Nota:

Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix.

Exceptions

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