UX: Optimize Your Portal with Usage Insights
This accelerator provides guidance to customers on how to measure, monitor and analyze user behavior with UX analytics to identify and prioritize portal improvements.
Accelerator Overview
UX: Optimize Your Portal with Usage Insights guides the Impact customers in using Usage Insights to understand how their users interact with Employee Center or another ServiceNow portal. It helps them analyze user behavior to identify friction points, drop-offs, and usability challenges affecting adoption and satisfaction. They will learn how to validate assumptions with usage data, prioritize portal improvements, and implement outcome-focused enhancements aligned with their business and product strategy.
Remarque :
This Accelerator is available for Impact Guided+ (Platform Governance add-on), Advanced and Total Packages.
What You Get
- Session Preparation
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- Confirm access to temporary instances.
- Review portal to gain insights of the user experience and identify opportunities and recommendations for leveraging UX analytics.
- Customer Coaching Session #1 (up to 90 min)
- Includes the following:
- Overview of leading practices in Usage Insights
- Demonstration of how to measure and analyze usage insights to evaluate the portal experience
- Review and discussion of recommendations
- Customer Coaching Session #2 (optional upon consultant recommendation, up to 60 minutes)
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- Continued discussion of recommendations on leveraging portal usage insights, if needed
- Opportunity for Q&A related to recommendations and next steps
Requested Customer Resources
| Customer Resource | Responsibilities | Required | Recommended |
|---|---|---|---|
| Product Owner | Subject matter expert responsible for managing customer's Employee Center or other 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. | ✓ | |
| Trusted Service Partner(s) | Attends ServiceNow Impact accelerator coaching session(s) to understand leading practices and potentially support customers going forward. | ✓ |
Requested Information/Access
Remarque :
Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix.