ServiceNow Redesign: researched users, conducted usability testing, and redesigned the platform called ServiceNow, related to the new hire process
ServiceNow is a platform-as-a-service (PaaS) provider of enterprise Service Management (SM) software. Onboarding new hires (new employees) is one of the most frequently used functions. Through the ServiceNow, managers are able to assign equipment and to set permissions to new employees, and to track the onboarding process. The two main problems of the current site are unintuitive workflow and confusing taxonomy.
The SeviceNow New Hire Process redesign and research efforts were conducted in iterative, coordinated phases. During the first phase, generative research was conducted to determine key user needs. Following data collection, alternative designs were produced. The second phase of research was dedicated to evaluating those designs.
Prior to user feedback sessions, a heuristic evaluation was completed. This enabled researcher to better understand the ServiceNow product, evaluate it against standard usability heuristics, and identify potential pain points for users during testing.
Methods: "Think Aloud" Protocol (Semi-structured Usability Testing) + Post-session Surveys Including TAM (Technology Acceptance Model), SUS (System Usability Scale), STR (Supporting Tasks Rating)
During the first study of the project, generative research was conducted with Rackspace managers, most of whom had onboarded at least two new hires in the previous 6 months. Totally, 8 Rackspace managers participated in usability feedback sessions, lasting approximately 1-hour each. Participants varied by department/team as well as experience level: SMB Windows, Customer Programs, Cloud Office Email, Fanatical Support, Interaction Design and Data Practice
|Top Findings||Design Decision|
|Link in email creates security concern||Spell out the link|
|Tabs vs One-page||Smoother workflow/progress|
|White and grey color palette visually limiting||Increase the color contrast|
|Iconography and labels not intuitive||Find better icons and add tooltips|
|Process progression unclear||Redesign progress bar and indicators|
|Confusing commenting process||Make comment interaction more obvious|
|Permissions process unclear||Define mirror permissions|
|Popup or panel often obscured||Create mouse over and scroll function for popup|
In total, we came up with 4 different prototypes. After we talked to developer, we narrowed down the prototypes from four to two. We finally picked version 1 and version 4, and revised them based on the developer's feedback.
During the second study of the project, two design concepts were chosen for evaluation and feedback from managers.
9 Rackspace managers participated in second usability feedback sessions, lasting approximately 1-hour each, with high fidelity prototypes. Participants varied by department/team (e.g. different types of support groups, sales, investment), as well as experience level. After each session, on a scale of 1 to 100, participants rated each prototype based on how well they expected it to support them in the new hire process.
Results: the rating for the prototype increased from 65 to 85. In terms of design preference, a slight majority (5 out of 9) preferred the single-page form, however, order affect may have been a contributing factor to participants’ preferences. 6 out of 9 participants preferred the second design they were presented with.
From the usability Followings are the results from usability testing on the prototype.
|Top Findings||Design Decision|
|Labels still confusing to users||New labels and tooltip help throughout the form|
|Confused by language of progress bar stages||Clearer wording to indicate ticket path and status|
|Concerns of logistics of desk location||Select general area instead of specific location|
|Business costs of hardware selections||Add informative icons and alert message|
|Desired to view permissions of mirrored Racker||Able to display all permissions of a Racker|
|Unclear or missing fields in submission process||Scroll to and highlight the missing fields|
|Unsure of how to create/edit autofill templates||Created more intuitive UI w/ role-based templates|
|Separate sections of Comment Center confusing||Combined all comments into single page|
|Desired status check of submitted ticket||Provided live status updates and comment section|
In addition to the ServiceNow project, I also contributed to development of the style guide to assist with the implementation of internal tools in Rackspace, and consult with the company to build a high fidelity prototype to create consistency between customer website and customer support website.