UX: Taxonomy Design or Review

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of UX: Taxonomy Design or Review

    The UX: Taxonomy Design or Review Accelerator helps ServiceNow Impact customers optimize their portal’s content structure and navigation. By focusing on categorizing knowledge and catalog content, it enhances portal usability and improves the ease of finding information. This guidance equips customers with essential ServiceNow resources and best practice frameworks to design or refine their portal taxonomy effectively.

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

    Customer Engagement and Process

    • Session Preparation: Customers receive a temporary instance for evaluation. The current portal taxonomy is reviewed to identify insights and actionable recommendations, including analysis of past user research, feedback, and analytics.
    • Customer Coaching Session #1: A 1.5-hour session where UX consultants review the accelerator scope, confirm customer needs, present findings from the taxonomy evaluation, and introduce base system taxonomy models or draft taxonomies.
    • Customer Coaching Session #2 (Optional): An additional 1-hour session for continued discussion and Q&A on taxonomy recommendations if needed.

    Deliverables

    • Detailed taxonomy findings report
    • Recommendation readout deck summarizing improvement opportunities
    • Access to or review of requested customer resources to support the engagement

    Customer Roles and Responsibilities

    Successful engagement requires involvement from specific customer roles to provide insights and support implementation:

    • Product Owner: Manages the ServiceNow portal.
    • UX & OCM Expert: Advocates for user experience and organizational change management.
    • Process/Service Owner(s): Senior leaders accountable for major business processes or services.
    • Developer(s): Responsible for coding on the ServiceNow platform.
    • Trusted Service Partner(s): Participate in sessions to learn best practices and potentially support ongoing efforts.

    Information and Access Requirements

    To tailor recommendations, customers provide:

    • Goals and identified pain points related to information architecture and taxonomy
    • Content inventory of the existing taxonomy
    • Relevant user research, feedback, KPIs, and analytics related to current taxonomy usage

    Additional details on legal terms, prerequisites, and specifications are available in the Impact Accelerator Terms Matrix.

    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 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.

    Package Availability

    Note:
    This Accelerator is available for Impact Guided+ (Platform Governance add-on), Advanced and Total Packages.

    What you get

    Session Preparation
    • 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
    Customer Coaching Session #1 (up to 1.5 hours)
    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
    Customer Coaching Session #2 (Optional Upon Recommendation - up to 1 hour)
    • Continue discussion of taxonomy recommendations, if needed
    • Opportunity for Q&A related to recommendations
    Outputs
    • 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.

    Table 1. Requested customer resources and responsibilities
    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

    • 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

    Requested Information/Access

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