UX: Why It Matters and How to Apply It

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • This accelerator takes examples directly from the Impact customer’s instance to develop their understanding of UX and demonstrate how investing in UX directly influences the success of their ServiceNow investment.

    Accelerator overview

    UX: Why It Matters and How to Apply It helps Impact customers develop the foundational skills to start considering the needs of their users as part of their ongoing ServiceNow implementation process. By developing this capability and mindset, customers can unlock the full potential of the platform, improve productivity, enhance user satisfaction, and boost operational efficiency.

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

    What you get

    Session Preparation
    • Provision a temporary instance
    • Review customer’s implemented experience to gain deeper insights of the UX
    Customer Coaching Session #1 (up to 1.5 hours)
    Includes the following activities:
    • Review scope and expectations of the accelerator and confirm customer’s UX goals and maturity level
    • Outline the importance of considering user needs, goals, and feedback when implementing ServiceNow products
    • Present UX concepts, terms, and examples from customer instance to demonstrate how UX can improve multiple areas of their ServiceNow AI Platform
    Customer Coaching Session #2 (Optional Upon Recommendation-up to 1 hour)
    • Continue discussion of UX concepts and opportunities, if needed
    • Opportunity for Q&A related to developing UX practice
    Outputs
    Content covered in the UX presentation

    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 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 (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

    • Assessment of customer’s UX maturity
    • Description of common user profiles
    • Overview of customer’s intended goals and motivations for prioritizing user experience

    Requested Information/Access

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