User Experience for HR Service Delivery

  • Release version: Yokohama
  • Updated January 30, 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 enables ServiceNow customers to monitor key performance indicators (KPIs) related to employee interactions on the Employee Service Portal. This tool provides insights into user behavior, engagement, and workflow efficiency, helping organizations create more intuitive and effective user journeys for HR services.

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    Key Features

    • Dashboard Monitoring: Track total active users, sessions, page views, unique users, average session duration, retention rates, funnel completion, and top events from a centralized dashboard.
    • Analytics Enablement: Analytics must be enabled upon first launch, with consent requirements varying by geographic location, to begin tracking user interactions.
    • Event Tracking: Monitor specific events such as to-do opened/completed, my requests actions, successful and unsuccessful survey responses, login status, knowledge article views, and catalog request submissions.
    • Session Analysis: Examine employee session timelines to track to-dos, relevant content interactions (e.g., article titles, page IDs), and request progress details (e.g., HR cases, service actions).
    • Knowledge Usage Insights: Understand how employees engage with knowledge articles to improve content effectiveness.
    • Comprehensive Reports: Access usage, technical, geographic, event, and retention analytics over various timeframes (daily, weekly, monthly) to evaluate employee interactions.
    • Listening Posts Survey Analytics: Analyze user experiences and behaviors related to pulse surveys and Listening Posts survey widgets for better understanding of employee feedback engagement.

    Practical Benefits for ServiceNow Customers

    By leveraging User Experience Analytics, HR Service Delivery customers can:

    • Gain visibility into how employees interact with HR services and portals.
    • Identify bottlenecks or drop-off points within user journeys to optimize workflows.
    • Measure engagement with key HR content and service requests for continuous improvement.
    • Track survey participation and responses to enhance employee feedback mechanisms.
    • Make data-driven decisions to improve the overall employee service experience.

    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.