User Experience for HR Service Delivery

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

    The User Experience Analytics dashboard in ServiceNow’s HR Service Delivery provides comprehensive monitoring of key performance indicators (KPIs) for web applications built on the Employee Service Portal. This tool enables you to track user sessions, engagement, and behaviors to optimize and create more intuitive user journeys. Access to the dashboard is available through Dashboard and Reporting.

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    Key Features

    • Dashboard Metrics: Monitor total active users, total sessions, page views, unique users, average session duration, retention rates, funnel completion, and top events.
    • Analytics Enablement: User analytics tracking must be enabled upon first launch with consent settings that may vary based on geographic location.
    • Event Tracking: Track critical user actions and statuses such as to-do opened/completed, requests submitted, successful and unsuccessful survey responses, logins, and catalog requests.
    • Session Insights: Analyze detailed timelines of employee to-dos, relevant content viewed, and progress on "My Requests" including HR cases and service interactions.
    • Knowledge Article Usage: Understand how employees interact with knowledge base articles to improve content engagement.
    • Reports and Analytics: View comprehensive analytics across usage, technical data, geography, event tracking, retention, and timeline reports (daily, weekly, monthly).
    • Listening Posts Survey Metrics: Monitor user experiences and behaviors related to pulse surveys and Listening Posts survey widgets to enhance survey effectiveness.

    Practical Benefits for ServiceNow Customers

    By leveraging the User Experience Analytics dashboard, HR Service Delivery customers can gain deep visibility into employee interactions with the portal. This allows for data-driven improvements to workflows and user journeys, increasing engagement and satisfaction. Tracking detailed user actions and session metrics supports proactive identification of bottlenecks or drop-off points, enabling continuous optimization of HR services delivered through the portal.

    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.