UX: Catalog Request Experience Review

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

    • This accelerator reviews the Impact customer’s Service Catalog, request forms  and form  design and identifies areas  of improvement.

    Accelerator overview

    UX: Catalog Request Experience Review provides Impact customers with an assessment of the user experience of up to four catalog request forms. Through careful review, we offer valuable insights and recommendations to enhance the design and effectiveness of their forms. Additionally, this accelerator equips our customers with essential ServiceNow resources and leading practices guides on how to improve the usability of their Service Catalog.

    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
    • UX review of up to four catalog request forms selected by customer
    Customer Coaching Session #1 (up to 1.5 hours)
    Includes the following activities:
    • Review scope and expectations of the accelerator and confirm customer needs
    • Outline the importance of well-defined forms and catalogs
    • Discuss recommendations based on the review of catalog request forms selected by customer
    Customer Coaching Session #2 (Optional Upon Recommendation-up to 1 hour)
    • Continue discussion of catalog request form recommendations, if needed
    • Opportunity for Q&A related to recommendations
    Outputs
    • Service Catalog UX Review Readout Deck
    • Documentation of recommendations

    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 Subject matter expert responsible for managing customer’s ServiceNow Service Catalog. ✓
    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 (e.g., 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 Partners Attends ServiceNow Impact accelerator coaching session(s) to understand leading practices and potentially support customer going forward. ✓

    Requested Information/Access

    • Identification of up to four catalog request forms for review
    • Existing user research and feedback on Service Catalog, 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.