Project Overview
To foster a stronger sense of belonging and connection among employees, consider offering a celebratory experience through My ServiceNow. One way to enhance employee engagement is by acknowledging and celebrating individual birthdays and work anniversaries. By recognizing these important dates on My ServiceNow, we can create a more inclusive and engaging work environment for everyone.
ServiceNow
AI-Powered Employee News Experience
Transforming a static enterprise news feed into an intelligent, personalized, and actionable content
MY ROLE
Role: Senior UX/UI Designer
Company: ServiceNow
Platform: Enterprise Web & Mobile (Internal Employee Experience)
Tools: Figma, WCAG 2.1 AA, Miro, Adobe Creative Cloud, AI/ML Assistive Features
SUMMARY
I led the design of an AI-powered news experience within the Employee Portal to improve content relevance, engagement, and scalability. The project focused on transforming a one-size-fits-all news feed into a dynamic system that adapts to user behavior, role, and context.
Problem
-
Employees were overwhelmed with irrelevant or excessive content
-
Important updates were frequently missed
-
Content discovery required significant effort
-
Content creators lacked efficient tools to generate and distribute posts
Current State & Challenges
Existing Experience:
-
Static, chronological news feed
-
No personalization or prioritization
-
Limited interaction beyond reading
Key Challenges:
-
One-size-fits-all experience across diverse roles
-
Low engagement and content visibility
-
No AI or intelligent filtering
-
Manual, time-consuming content creation process
User Journey Mapping
Persona
-
FT Employee (Remote, Flexible, Global)
-
Manager
-
New Hires
Solution
-
AI Personalization: Content tailored by role, behavior, and engagement patterns
-
Explainable Recommendations: “Why am I seeing this?” for transparency
-
AI Summarization: TL;DR and key takeaways for faster consumption
-
Smart Actions: Embedded actions like “Acknowledge,” “Register,” or “Reply with AI”
-
AI Writing Assistant: Helps creators generate and refine content efficiently
-
Priority Ranking: Urgent and important content surfaced first
UX Methods & Process - Affinity Mapping
-
Synthesized user research and feedback into key themes:
-
Information overload
-
Low engagement
-
Lack of personalization
-
-
Helped identify patterns in user behavior and pain points
What I’m Proud Of
-
Turning a passive feature into a moment of connection and delight
-
Using AI not to replace the human voice, but to unlock it
-
Delivering a feature that blended emotional UX, enterprise needs, and technical scalability