ServiceNow: Best in Class Experience for Clients and Employees

  • March 01, 2021
Close up of handshake in the office

Outside work, employees live for great experiences.

They are quick to promote or suppress applications that provide them with the most intuitive and easy-to-use experience built for them. Everyone wants something that feels like it was built for them to use — something they don’t have to read directions to leverage. To drive adoption and gain employees’ attention, companies must provide that same tailored experience, especially inside the workplace.

Focus on UX for users and fulfillment staff

Within its past few releases, ServiceNow hasn't only focused on the User Experience (UX) for end-users, but also for internal fulfillment staff (agents).

Unlike most companies, ServiceNow’s choice to consider the UX of Agents has placed the platform at the front of the user experience wave. Have you ever reflected back to when your company wasn’t using ServiceNow? What was the fulfiller experience like? Was it intuitive? Was it easy to use?

Most likely the answer is no.

To gain more internal adoption, you need to provide the same level of experience on both sides of the metaphorical fence, not just for the end-user.

Interaction tailored to user needs,

ServiceNow has built that experience inside the workplace through an end user Portal with dynamic capabilities that allow every part of the interaction to be tailored to their specific needs. The platform’s past few releases have taken it even further with a big step into mobile to truly meet end users and agents where they are.

ServiceNow provides agents who fulfill tickets day in and out with a seamless Workspace to track work holistically across the enterprise, all without leaving one main screen. Providing these types of experiences to employees makes them more comfortable, enabled to do their best and more likely to stay with the company. This comes as no surprise; happy employees make for happy customers, and providing them a positive experience leads them to come back time and time again.

Consider revamping employee experience

Whether you already own ServiceNow or are thinking of purchasing, consider these questions:

  • Have you taken a serious look at the level of experience you are providing employees in your organization?
  • Is it the level of experience you would want provided to you?
  • Is it up to par with the experiences your employees are receiving outside work?

If any one of the answers is No, then likely you are not the only one who has had these thoughts.

Whether spoken or unspoken, current generations have thoughts as to what is positive and what is a negative experience, and they'll return to places where a good experience was provided. This could expand further into retaining talent, gaining adoption of a platform, or (if nothing else) good conversation.

Start that conversation today to see what others’ thoughts are surrounding UX in your company.

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