How to Optimise Employee Experience Outcomes with ServiceNow

In the realm of ServiceNow's HR Service Delivery (HRSD) platform, the journey toward creating a seamless user experience is akin to navigating a two-sided coin. As a UX designer deeply entrenched in the nuances of experience management, I've observed a recurring oversight that often surfaces after the crafting of project scopes and roadmaps. This oversight is the failure to acknowledge the dualistic nature of experience management: the front end and the back end. Both are pivotal in building a holistic user experience, yet they are frequently viewed through a singular lens or met with confusion when discussed with different stakeholders at critical moments of the project. 

Experience management: front end vs. back end 

The front end of the HRSD platform is the visual and interactive aspect that users engage with, the front door as we call it. It's the user interface where aesthetics and functionality converge, necessitating a design that's both intuitive and appealing. Specifically, Employee Center Pro provides a front-end interface where employees can access HR services and information.

However, the back end – the intricate web of processes, workflows, and data management – is equally crucial. It's the engine room where efficiency and effectiveness are born, ensuring that the front end's promises are not just delivered but exceeded. Agent Workspace for HR optimises the back-end experience for HR agents, providing tools to improve productivity and enhance case management.

The intersection of these two facets comes to light often after project scoping, revealing a critical truth: there are humans on both sides of the technology that require an elevated experience. All users interacting with the HRSD platform deserve an interface that's not just functional but empathetic to their needs. Similarly, HR professionals and IT staff require back-end processes that streamline their tasks and reduce complexity. This human-centric approach is paramount, advocating for an elevated user experience that respects and understands the human element at every touchpoint. 

Build a better ServiceNow experience 

In the pursuit of this balance, assumptions are the Achilles' heel. Assuming we know what users need without delving deeper is a recipe for a design that's disconnected from reality. The 'Five Whys' technique is a powerful tool in this context. By asking 'why' at least five times, we peel back the layers of each user requirement, reaching the core of the problem. This method doesn't just solve the surface issue but addresses the root cause, ensuring that the solutions are both robust and resonant with the users' true needs. 

Moreover, user testing emerges as a non-negotiable aspect of both the front and back ends. On the front end, it's about observing how users interact with the system, identifying pain points, and iterating the design to enhance usability. On the back end, it involves testing the workflows and processes, ensuring they are as streamlined and intuitive as the front-end interface. Fortunately, ServiceNow continues to make backend improvements to streamline workflows and processes for both HR professionals and employees. One example is NowAssist for HRSD, an AI-powered virtual agent that can summarise case details and customer chats to help agents resolve issues faster. NowAssist generates case summaries and resolution notes, reducing manual effort so agents can focus on providing quality support. Integrations like NowAssist exemplify how improving back-end efficiency directly translates to more seamless front-end experiences for employees seeking HR assistance. 

Parting words

When approaching ServiceNow HRSD projects, it's imperative to recognise and respect the duality of experience management. By shedding assumptions, employing a human-centric approach, and rigorously testing both ends, we craft not just a solution, but an experience that honours the humans behind the screens and processes. This dual approach to user testing ensures that the solution isn't just aesthetically pleasing or technically sound but is a cohesive system that resonates with the users at every level.

Learn more about our unique people-centred approach by exploring our experience portfolio.