User Experience for HR Service Delivery

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of User Experience for HR Service Delivery

    The User Experience Analytics dashboard in the HR Service Delivery application helps ServiceNow customers monitor key performance indicators (KPIs) related to employee interactions on the Employee Service Portal. This enables organizations to gain insights into user behavior, engagement, and workflow effectiveness, allowing them to design more intuitive and efficient user journeys.

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    Key Features

    • Dashboard Metrics: Track total active users, total sessions, page views, unique users, average session duration, retention rates, funnel completion, and top events to understand user engagement comprehensively.
    • Event Tracking: Capture detailed user actions such as to-do opened/completed, my requests activities, successful or unsuccessful survey responses, catalog requests, knowledge article views, login status, and more. This requires enabling analytics consent based on geographic location.
    • Session Analysis: Monitor employee to-dos, task statuses, relevant article interactions, and request progress in the sessions timeline to identify user workflow patterns and potential improvements.
    • Comprehensive Analytics and Reporting: Access detailed reports on usage, technical data, geographic distribution, event tracking, and user retention. Reports can be viewed across different timeframes including daily, weekly, and monthly, supporting trend analysis.

    Practical Application for ServiceNow Customers

    By enabling and utilizing the User Experience Analytics dashboard, ServiceNow customers can:

    • Obtain actionable insights into how employees interact with HR Service Delivery portals and services.
    • Identify areas where user engagement may drop or workflows are inefficient and optimize them accordingly.
    • Monitor detailed user events and session behaviors to tailor content and service delivery to user needs.
    • Use geographic and technical data to understand diverse user environments and customize support or resources.

    This capability supports continuous improvement of the HR Service Delivery experience, enhancing employee satisfaction and operational efficiency.

    User Experience Analytics dashboard provides dashboard views for monitoring the key performance indicators (KPIs) of web applications built on the Employee Service Portal.

    You can access the dashboard from Dashboard and Reporting. Monitor key performance indicators of the users experiences to create more intuitive user journeys. Click the respective session for a detailed analysis.
    • Enable the analytics to view the number of users and their engagement rates over time.
    • Analyze the analytics such as geographic, sessions, operating system, and more.
    • Track user actions, see user flows, and understand user behavior.
    • Gain visibility into the workflows and create more intuitive user journeys.

    Dashboard overview

    From dashboard, you can track the following employee sessions, page views, and actions. Navigate to User Experience Analytics > Dashboard for more information on the following modules and controls:
    • Total active users
    • Total sessions
    • Page views
    • Unique users
    • Average session duration
    • Retention
    • Funnel completion
    • Top events

    To track the actions, you must enable the analytics first.

    Enable Analytics

    When you launch the application for the first time, you must enable the consent for tracking the user analytics. Based on your geographic location, your consent settings may change.

    Event tracking

    Track the following events, status, and progress of the following events. Navigate to User Experience Analytics > Analytics > Events for more information.
    • To-do opened
    • To-do completed
    • My requests
    • Relevant for you
    • Successful login
    • Tracking enabled
    • Tracking disabled
    • View knowledge article
    • Successful submissions at survey response
    • Unsuccessful attempts at survey response
    • Submit record producer request
    • Submit catalog request
    • Search

    Employee To-dos

    Track the employee to-dos, tasks, actions, short descriptions, and status from the sessions section. Navigate to User Experience Analytics > Sessions > Timeline for more information.
    • To-do type
    • To-do opened
    • To-do completed

    Relevant for you

    Track the Relevant for you information from the sessions section. For example, you can see article title, page id, and more. Navigate to User Experience Analytics > Dashboard > Sessions > Timeline for more information.

    My Requests

    Track the progress of My Request information from the sessions section. For example, you can see Action: Ask A Question, Action: Accept Resolution, HR Case, HR Service, and more. Navigate to User Experience Analytics > Dashboard > Sessions > Timeline for more information.

    Knowledge

    See how employees use the progress of knowledge articles. Navigate to User Experience Analytics > Analytics for more information.

    Analytics and reports

    See the analytics about usage, technical, geographic, events, retention, and more. Navigate to User Experience Analytics > Analytics for more information. You can see the reports for various timelines such as daily, weekly, monthly.