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Agent and rep experience design

Why this is important

If you have service desk staff, customer service agents, and support representatives who rely on ServiceNow to execute and manage fulfillment processes, tasks, records, and reports, you can create an iterative process with an optimal experience for them. Learn what you need to improve your experience design, work with process owners to resolve process inefficiencies and configure relevant ServiceNow capabilities, and resolve adoption issues.

Steps covered

1. Evaluate the current process user experience
2. Identify opportunities to improve the process user experience
3. Configure ServiceNow for an optimal process user experience
4. Help process users adopt and use the platform effectively
5. Continuously improve the Process User experience

Key takeaways

The most important things to know
Great end-to-end experience goes beyond configuring a fancy, new user interface (UI) and depends on three key factors:

1. Designing—or redesigning—processes with users in mind
2. Building or implementing relevant ServiceNow capabilities (including ServiceNow products, applications, and features)
3. Ensuring the UI meets the organization’s and users’ needs

Not all experience pain points are due to design issues. Work closely with process owners to remove process inefficiencies and bottlenecks. Don’t try to resolve them with design changes.

The payoff of getting this right
With an effective agent and rep experience, organizations can avoid rework, optimize handoffs between teams, and improve productivity. Service agents and reps are less likely to adopt or promote user adoption if ServiceNow products and applications aren’t effectively configured based on their needs and preferences. Having an optimal design will not only help you scale ServiceNow across your organization, but it will also reduce the time it takes to onboard process users and increase their satisfaction.

What you need to get started

Leadership support
Support from your executive sponsor and the managers of process user teams to focus on the process user experience

When you should start this activity

Ideally, when you're considering ServiceNow as your solution of choice

More resources to check out

Success Playbook

Design an optimal agent and rep experience

Learn how to design better experiences for service desk agents and customer service reps using ServiceNow.

Success Checklist

Design an optimal agent and rep experience

Download our step-by-step action plan for designing great agent and rep experiences.

Success Map

Modernize Customer Service

See our resources to help you implement, maintain, and get maximum value from Customer Service Management applications.

Success Checklist

Implementation readiness checklist: Customer Service Management

Make sure you're prepared for your Customer Service Management implementation.