--- sourceDocument: Zurich Impact sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/impact Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Impact ft:clusterId : - ipact bundleId : - ipact --- # UX: Taxonomy Design or Review # UX: Taxonomy Design or Review {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of UX: Taxonomy Design or Review The UX: Taxonomy Design or Review accelerator helps ServiceNow Impact customers optimize their portal's content structure and navigation, focusing on categorizing knowledge and catalog content. This improves usability and makes information easier to find. The accelerator also provides essential ServiceNow resources and best practice guides, enabling customers to develop and refine their portal taxonomy independently. It is available for Impact Guided+ (Platform Governance), Advanced, and Total Packages. Show full answer Show less ## Key Features * **Session Preparation:** Includes provisioning a temporary ServiceNow instance, reviewing the customer's current portal taxonomy, analyzing past user research and analytics, and identifying actionable recommendations. * **Customer Coaching Sessions:** * **Session #1 (up to 1.5 hours):** UX consultants review accelerator scope, discuss findings from the taxonomy evaluation, share initial recommendations, and present base or draft taxonomy models. * **Session #2 (optional, up to 1 hour):** Continuation of taxonomy discussions and Q\&A if further clarification is needed. * **Outputs:** Deliverables include taxonomy findings, a recommendation readout deck, and access to requested customer resources tailored to the engagement. * **Customer Roles and Responsibilities:** Involves multiple stakeholders such as Product Owners, UX \& OCM Experts, Process/Service Owners, Developers, and Trusted Service Partners to ensure comprehensive input and alignment. * **Information and Access Requirements:** Customers provide goals, pain points, content inventories, user research, feedback, KPIs, and analytics related to their current taxonomy and information architecture. ## Practical Benefits for ServiceNow Customers By engaging in this accelerator, customers can expect to: * Enhance portal navigation and content findability, leading to improved user satisfaction and efficiency. * Gain actionable insights through expert evaluation of their existing taxonomy and user feedback. * Receive tailored recommendations and best practice guidance to implement or refine their taxonomy. * Empower internal teams with resources and coaching to maintain and evolve taxonomy governance over time. This Accelerator provides Impact customers with guidance to optimize the content structure and navigation of their portal, focusing on categorizing knowledge and catalog content to improve usability and make information easier to find. ## Accelerator Overview {#ux_review_unified_taxonomy__section_cxd_nqq_dsb} UX: Taxonomy Design or Review provides Impact customers with guidance to enhance their portal navigation and content structure to improve usability of their portal and findability of knowledge and catalog content. Additionally, this accelerator equips our customers with essential ServiceNow resources and leading practices guides to self-enable them to develop and refine their portal taxonomy. Note: This Accelerator is available for Impact Guided+ (Platform Governance), Advanced and Total Packages. ## What you get {#ux_review_unified_taxonomy__section_mwz_rw1_fsb} Session Preparation : * Provision a temporary instance * Review customer's portal taxonomy to uncover current state insights and identify actionable recommendations * Review past user research and feedback, plus relevant insights and analytics {#ux_review_unified_taxonomy__ul_xzh_znb_dhc} Customer Coaching Session #1 (up to 1.5 hours) : During this session, UX consultants cover the following depending on where customers are in their implementation journey: * Review scope and expectations of the accelerator and confirm customer needs * Discuss findings from the current portal taxonomy evaluation, along with initial improvement recommendations * Present base system taxonomy models or an initial draft of the taxonomy {#ux_review_unified_taxonomy__ul_kzn_r4b_dhc} Customer Coaching Session #2 (Optional Upon Recommendation - up to 1 hour) : * Continue discussion of taxonomy recommendations, if needed * Opportunity for Q\&A related to recommendations {#ux_review_unified_taxonomy__ul_sd4_zfc_dhc} Outputs : * Taxonomy findings * Recommendation readout deck {#ux_review_unified_taxonomy__ul_ozy_2gc_dhc} {#ux_review_unified_taxonomy__dl_v13_4pm_nbc} ## Requested customer resources {#ux_review_unified_taxonomy__section_khq_vsr_jcc} One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific. {#ux_review_unified_taxonomy__table_ccy_4gc_dhc__entry__4} | Customer Resource | Responsibilities | Required | Recommended | |-|-|:-:|:-:| | Product Owner | Manages Customer's  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. | | ✓ | | 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. | | ✓ | [Table 1. Requested customer resources and responsibilities] {#ux_review_unified_taxonomy__table_ccy_4gc_dhc} ## Requested Information/Access {#ux_review_unified_taxonomy__section_ftp_4hc_dhc} * Goals and pain points customer has identified on information architecture and taxonomy * Content inventory of existing taxonomy * Existing user research and feedback on current taxonomy, plus relevant insights, KPIs, and analytics {#ux_review_unified_taxonomy__ul_ow4_phc_dhc} ## Requested Information/Access {#ux_review_unified_taxonomy__id_dsz_5hc_dhc} Note: Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the [Impact Accelerator Terms Matrix](https://www.servicenow.com/legal/servicenow-impact.html).