UX: Taxonomy Design or Review
This 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.This Accelerator provides Impact customers with guidance to optimize the content structure and navigation of their portal, focusing on categorizing knowledge and catalog content to improve usability and make information easier to find.
Accelerator 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.
UX: Taxonomy Design or Review provides Impact customers with guidance to enhance their portal navigation and content structure to improve usability of their portal and findability of knowledge and catalog content. Additionally, this accelerator equips our customers with essential ServiceNow resources and leading practices guides to self-enable them to develop and refine their portal taxonomy.
What you get
- Session Preparation
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- Provision a temporary instance
- Review customer’s portal taxonomy to uncover current state insights and identify actionable recommendations
- Review past user research and feedback, plus relevant insights and analytics
- 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
- Customer Coaching Session #1 (up to 1.5 hours)
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During this session, UX consultants cover the following depending on where customers are in their implementation journey:
- Review scope and expectations of the accelerator and confirm customer needs
- Discuss findings from the current portal taxonomy evaluation, along with initial improvement recommendations
- Present base system taxonomy models or an initial draft of the taxonomy
- 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
- Customer Coaching Session #2 (Optional Upon Recommendation - up to 1 hour)
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- Continue discussion of taxonomy recommendations, if needed
- Opportunity for Q&A related to recommendations
- Outputs
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- Taxonomy 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.
| 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. |
| Customer Resource | Responsibilities | Required | Recommended |
|---|---|---|---|
| Product Owner | Manages Customer’s ServiceNow portal. | ✓ | |
| UX & OCM Expert | Primary stakeholders and advocates for user experience and organizational change management. | ✓ | |
| Process/Service Owner(s) | A senior leader within each business unit for each major process or service (for example, incident, change, employee onboarding) who is accountable for ensuring the process is fit for purpose. | ✓ | |
| Developer(s) | Writes code for the ServiceNow platform | ✓ | |
| Trusted Service Partner(s) | 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.htmlRequested Information/Access
- Goals and pain points customer has identified on information architecture and taxonomy
- Content inventory of existing taxonomy
- Existing user research and feedback on current taxonomy, plus relevant insights, KPIs, and analytics
Exclusions
The Accelerator may conclude early if the assessment clearly identifies required changes.