UX: Portal Experience Review
This Accelerator evaluates the UX of a customer’s ServiceNow portal, focusing on usability, design, and leading practices to enhance overall user experience and engagement.
Accelerator overview
UX: Portal Experience Review provides Impact customers with an assessment of the user experience of their ServiceNow portal implementation. Through careful review against ServiceNow leading practices, we identify UX issues and provide actionable recommendations to improve design, enhance user satisfaction, and increase portal adoption and efficiency.
Package Availability
Note: This Accelerator is available for Impact Guided+ (Platform Governance add-on), Advanced and Total Packages.
What you get
- Session preparation
- Provision a temporary instance
- Review customer’s portal to uncover UX insights and identify actionable recommendations
Customer Coaching Session #1 (up to 1.5 hours)
Includes the following activities:
- Review scope and expectations of the Accelerator and confirm customer needs.
- Discuss findings from the Employee Center portal evaluation, along with initial improvement recommendations.
- Customer Coaching Session #2 (Optional Upon Recommendation-up to 1 hour)
- Continue discussion of current portal experience recommendations, if needed
- Opportunity for Q&A related to recommendations
- Outputs
- Assessment Findings
- Recommendation Readout Deck
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 | Manages Customer’s ServiceNow Service Catalog. | ✓ | |
| UX & OCM Expert | Primary stakeholders and advocates for user experience and organizational change management. | ✓ | |
| Trusted Service Partners | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. | ✓ |
Requested Information/Access
- Customer goals and UX pain points for portal to be reviewed
- Existing user research and feedback on current portal, plus relevant insights
Requested Information/Access
Note: Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix.