UX: Taxonomy Review and Design

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of UX: Taxonomy Review and Design

    The UX Taxonomy Review and Design Accelerator helps ServiceNow customers optimize the structure and navigation of their portals, focusing on Knowledge and Catalog sections. This enhancement improves usability, enabling users to efficiently locate the correct information. It is available with the Impact Advanced and Total packages and adapts based on whether your organization has an existing taxonomy or is starting from scratch.

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    Process Phases

    • Diagnose: Identifies customer needs for their future taxonomy.
    • Run: Engages in activities to collaboratively create the desired taxonomy.
    • Review: Presents findings and discusses next steps.

    What You Receive

    • Introduction session (up to 2 hours): Defines scope, customer responsibilities, and confirms goals.
    • Content assessment (up to 4 hours): Reviews current portal content, past research, and analytics; discusses taxonomy models.
    • Run UX activities (up to 8 hours): Consultants lead taxonomy development including requirement assessment, research study design and distribution, analysis, and drafting taxonomy.
    • Recommendations readout (up to 2 hours): Presents findings and action plan for taxonomy improvements.

    Key Deliverables

    A comprehensive Taxonomy Findings and Recommendation Readout Deck summarizing results and proposed actions.

    Customer Involvement

    Participation from several customer roles is requested for optimal results:

    • Product Owner (Required): Manages the ServiceNow portal.
    • End Users (Recommended): Regular portal users providing practical insight.
    • Customer UX Lead (Recommended): Oversees user experience design.
    • Trusted Service Partners (Recommended): Attend coaching sessions to support ongoing improvements.

    Additional Notes

    The Accelerator may conclude early if the initial assessment clearly defines the required taxonomy changes.

    The User Experience (UX) Taxonomy Review and Design 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.

    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 Portal Browse Taxonomy widget for additional information on taxonomy.

    Note:
    This Accelerator is available for Impact Advanced and Total packages.

    Offered pursuant to the applicable ServiceNow Impact Package and Accelerator descriptions available at https://www.servicenow.com/legal/servicenow-impact.html.

    What you get

    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
    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
    Outputs
    Taxonomy Findings and 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 
    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.

    Requested information / access

    Refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

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