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Project Overview

In order to enhance the user experience of ServiceNow employees and make their day-to-day activities more efficient, it is suggested that the app center be made more prominent on the home page. This will involve replacing the current Okta apps page with a centralized location for completing work-related tasks. By doing so, employees will be able to seamlessly access all necessary applications and tools from a single spot on the portal, without the need to navigate through multiple pages or interfaces. This change will also create a cohesive and consistent experience for users, ultimately improving productivity and overall job satisfaction.

ServiceNow
App Center

Make the app center prominent on the home page and replace Okta.

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MY ROLE

UX Design

UI Design

SUMMARY

Make the app center prominent on the home page and replace Okta. This will harmonize the work for ServiceNow employees and enable them to seamlessly complete day-to-day activities from a central spot on the portal instead of the OKTA apps page.

My job was to create a robust and secure platform protecting valuable data and allowing our clients to securely exchange sensitive information with confidence which is also intuitive and has a superior user experience.

Problem
  • ServiceNow employees are experiencing digital friction as they are cluelessly hopping from one access point to another to complete a task or a transition on apps

  • Structures of Information on App tiles/cards are unclear

  • No personalisation for view of apps

  • Need clear organization and layout of the app centre

Hypothesis
  • Employee don't know what each app helping them with?

  • Employees don't know why they need to go to OKTA and why to go to portal?

  • Finding a right app and getting the access to that app happens outside OKTA

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Competitor Analysis
Microsoft Visual Studio

Flat list of apps

Ability to add new app

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iOS App exp

A combination of Configurable

categories/grouping of apps

Pre-grouping of apps during

app installation

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OKTA

User Configurable categories / grouping of apps

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Solution
  • On new hire's day-1, prominently surface the must have apps to the users.

  • Making App centre prominent on Portal displaying Apps to the users

  • Show suggested Apps to employees(usage+Static info)

  • Provide ability to sort the apps

  • Provide ability to see non-OKTA Apps on App Center

  • Add/Onboard a new  APP( Business and IT Owners only)

Workshop 
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User Research- Enable Managers to pre-select the apps for my new hire to have access to on their day-1

Top 5 findings​

  • Users did not readily understand what “Pre-selected Apps for my team” meant.​

  • Expectations Varied; Approval form step surprised participants.​

  • Pre-selected…” flow was not seen as valuable.​

  • Expected to use “Pre-selected…” flow rarely if ever. ​

  • App Center was not findable.

  • App Center was not findable.

Recommendations / Consider…​

  • Reevaluate the investment in the “Pre-selected Apps…” feature​

  • Revisions to copy/text introduction to add clarity on the feature and promote value proposition.​

  • Meet user expectations by redesign this as on-boarding feature to be used once/rarely. 

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Flow Chart
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Harmonised the work for serviceNow employees and enabling them to seamlessly complete day-today activities from a

central spot on portal instead of Okta apps pages.

  • On New hire's day-1, prominently surface the must have apps with Names/purpose.

  • Show suggested Apps to the employees(usage+static info)

  • Provide ability to sort the apps.

  • Provide ability to see non OKTA apps

  • Add/Onboard a new app (Business and IT Owners only)

  • Topic pages-Display App info for the relevant app

  • Flexibility of the app through search-indexing, meta/tagging and synonyms.

My App Center - List View.jpg
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