UX: Catalog Request Experience Review
This accelerator reviews the Impact customer’s Service Catalog, request forms and form design and identifies areas of improvement.
Accelerator overview
User Experience (UX): Catalog Request Experience Review provides an evaluation of a customer’s forms and form design, beginning with an introductory session to set expectations, review the scope, and discuss the importance of well-defined forms and catalogs. This is followed by targeted user feedback sessions, where up to five end users navigate selected catalog requests, offering practical insights. The final readout session presents actionable recommendations, supported by a detailed review deck.
UX: Catalog Request Experience Review provides Impact customers with an assessment of the user experience of up to four catalog request forms. Through careful review, we offer valuable insights and recommendations to enhance the design and effectiveness of their forms. Additionally, this accelerator equips our customers with essential ServiceNow resources and leading practices guides on how to improve the usability of their Service Catalog.
What you get
- Session Preparation
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- Provision a temporary instance
- UX review of up to four catalog request forms selected by customer
- Customer Coaching Session #1 (up to 1.5 hours)
- Includes the following activities:
- Review scope and expectations of the accelerator and confirm customer needs
- Outline the importance of well-defined forms and catalogs
- Discuss recommendations based on the review of catalog request forms selected by customer
- Walk through participant recruitment and catalog item selection
- Remote Catalog user feedback sessions (up to 120 minutes)
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- Observe up to five end users of the catalog navigate three to five selected catalog requests
- Develop recommendations based on the end-users' experience
- Customer Coaching Session #2 (Optional Upon Recommendation-up to 1 hour)
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Present the recommendations based on the review and remote catalog user feedback sessions.
- Continue discussion of catalog request form recommendations, if needed
- Opportunity for Q&A related to recommendations
- Outputs
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- Service Catalog UX Review Readout Deck
- Documentation of recommendations
Requested customer resources
One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific.
| Customer resource | Responsibilities | Required | Optional |
|---|---|---|---|
| Product owner | Subject matter expert responsible for managing customer’s ServiceNow Service Catalog. | ✓ | |
| End users of catalog | Frequently uses the catalog or form. | ✓ | |
| Customer UX lead | Responsible for designing the user experience on the Customer’s end. | ✓ | |
| 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 (e.g., 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 Partners | Attends ServiceNow Impact accelerator coaching session(s) to understand leading practices and potentially support customer going forward. | ✓ |
Requested Information/Access
- Identification of up to four catalog request forms for review
- Existing user research and feedback on Service Catalog, plus relevant insights
Exceptions
The Accelerator may conclude early if the assessment clearly identifies required changes.