User Experience for HR Service Delivery

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of User Experience for HR Service Delivery

    The User Experience Analytics dashboard in HR Service Delivery allows you to monitor key performance indicators (KPIs) related to user interactions with web applications on the Employee Service Portal. This tool helps in creating more intuitive user journeys by providing insights on user engagement and behavior.

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    Key Features

    • Dashboard Access: Available through Dashboard and Reporting, providing visibility into metrics such as total active users, sessions, page views, and average session duration.
    • Analytics Enablement: Consent must be enabled upon first launch to track user analytics, which can be influenced by geographic location.
    • Event Tracking: Monitor events such as to-dos opened and completed, successful logins, and survey responses to gauge user interactions effectively.
    • Employee To-Dos Tracking: Track tasks and their statuses, along with relevant information like article titles and page IDs.
    • Knowledge Article Usage: Analyze how employees interact with knowledge articles to improve content and accessibility.
    • Reporting: Generate reports on usage analytics, including daily, weekly, and monthly timelines, to assess user engagement and retention.

    Key Outcomes

    By utilizing the User Experience Analytics dashboard, ServiceNow customers can gain a deeper understanding of user behavior, enhance employee interactions with HR services, and optimize the overall efficiency of the Employee Service Portal. This leads to improved employee satisfaction and a more streamlined HR service delivery 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.