Overview
his client wanted to use ServiceNow to streamline their onboarding process.
The old system didn’t scale with their hirings goals, didn’t allow for self service, so they were looking to revamp and wanted a proof of concept proposal.
My Role
Led UX Design to optimize user experience for a new internal employee onboarding tool utilizing ServiceNow portal solutions.
Leveraged the ServiceNow design system to design a streamlined employee onboarding experience for 12,000+ current employees and onboarding employees. Designs were instrumental in workshopping, leading to stakeholder alignment and 75% of user stories for the product MVP.
Utilized generative AI and prompting techniques to create realistic mock content and brought a proof of concept to 50+ key client stakeholders to align on the vision and direction of the future onboarding portal.
Results
89% Adoption in 2 weeks
Full self service tasking for incoming employees, 12,000+ current employees and executive leadership
2x Less
Support tickets inputted that had to do with password recovery
Faster Onboarding and knowledge retention
Due to incoming employees having access to knowledge articles
My Approach
Research
Conducted ethnographic research (interviews, fly on the wall observation, shadowing, contextual inquiry) for the claims, product, pricing and contract cancellation processes leading to enhanced insights for stakeholders.
