UX: Portal Experience Review

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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 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.

    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 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.
    • Discuss findings from the Employee Center portal evaluation, along with initial improvement recommendations.
    Customer Coaching Session #2 (Optional Upon Recommendation-up to 1 hour)
    • 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.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Product owner Manages Customer’s  ServiceNow  Service Catalog. ✓
    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

    Requested Information/Access

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