UX: Why It Matters and How to Apply It

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • The UX: Why It Matters and How to Apply It Accelerator takes examples directly from your instance to demonstrate how improving UX can directly influence the success of your ServiceNow investment.

    Accelerator overview

    User Experience (UX) is crucial for maximizing the value of your ServiceNow investment because it ensures that workflows, interfaces, and tools are intuitive, efficient, and enjoyable for all users. A strong UX increases adoption rates, reduces errors, and drives self-service success, empowering employees and customers to interact seamlessly with the platform. By prioritizing UX, organizations can unlock the full potential of the ServiceNow platform, delivering measurable ROI through improved productivity, satisfaction, and operational efficiency.

    Note:
    This Accelerator is available for Impact Advanced and Total packages.

    What you get

    Introduction session (up to 60 minutes)
    Includes the following activities:
    • Review of the scope and expectations of the Accelerator
    • Review your UX goals and what you need to be successful
    • Walk through next steps
    UX presentation (up to 120 minutes)
    This presentation includes two sections.
    Part one reviews the following:
    • Why UX is important
    • UX compared to design: Similarities and differences
    • UX concepts and terms explained and applied to everyday ideas
    Part two reviews the following:
    • Why UX matters for your ServiceNow products and personas
    • A presentation of examples pulled directly from your unique instance to demonstrate how UX would improve multiple areas of your ServiceNow AI Platform
    .
    Outputs
    Content covered in the UX presentation

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    Customer UX Lead Responsible for designing the user experience on the Customer’s end. ✓

    Exceptions

    • The Accelerator may conclude early if the assessment clearly identifies required changes.
    • ServiceNow resources are not responsible for implementation or management of the ServiceNow platform.