Project Overview
To enhance the user experience for ServiceNow employees and streamline their daily tasks, we propose elevating the prominence of the app center on the home page. This would involve replacing the current Okta apps page with a centralized location for completing work-related tasks. Employees can conveniently access all essential applications and tools from a single spot on the portal, eliminating the need to navigate multiple pages or interfaces. This change is anticipated to establish a consistent user experience, enhancing productivity and job satisfaction.
ServiceNow
App Center
Make the app center prominent on the home page and replace Okta.
MY ROLE
Role: Senior UX/UI Designer
Platform: Web & Mobile
Tools: Figma, Miro,WCAG 2.1 AA
Timeline: 2023
Team: Cross-functional squad
(PM, Eng, UX, QA)
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.
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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
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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
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The structure and hierarchy of information within app tiles/cards lacked clarity, making it difficult for users to quickly understand or act on available tools.
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The App Centre did not support personalization, resulting in a static, one-size-fits-all experience that didn’t reflect user needs or usage patterns.
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Overall layout and organization of the App Centre were unintuitive, leading to confusion, inefficient navigation, and increased reliance on support channels.
Hypothesis
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Employee don't know what each app helping them with?
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Employees don't know why they need to go to OKTA and why to go to portal?
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Finding a right app and getting the access to that app happens outside OKTA
Competitor Analysis
Microsoft Visual Studio
Flat list of apps
Ability to add new app
iOS App exp
OKTA
A combination of Configurable
categories/grouping of apps
Pre-grouping of apps during
app installation
User Configurable categories / grouping of apps
Solution
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On new hire's day-1, prominently surface the must have apps to the users.
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Making App centre prominent on Portal displaying Apps to the users
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Show suggested Apps to employees(usage+Static info)
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Provide ability to sort the apps
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Provide ability to see non-OKTA Apps on App Center
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Add/Onboard a new APP( Business and IT Owners only)
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Workshop
Pain Point
Near term Improvement
Long Term Improvement
User Research-
We conducted:
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Usability audits of the legacy homepage
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Stakeholder interviews with internal tool owners
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Surveys targeting productivity blockers
Enable Managers to pre-select the apps for my new hire to have access to on their day-1
Top 5 findings​
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Users did not readily understand what “Pre-selected Apps for my team” meant.​
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Expectations Varied; Approval form step surprised participants.​
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Pre-selected…” flow was not seen as valuable.​
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Expected to use “Pre-selected…” flow rarely if ever. ​
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App Center was not findable.
Recommendations / Consider…​
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Reevaluate the investment in the “Pre-selected Apps…” feature​
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Revisions to copy/text introduction to add clarity on the feature and promote value proposition.​
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Meet user expectations by redesign this as on-boarding feature to be used once/rarely.
Flow Chart
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.
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On New hire's day-1, prominently surface the must have apps with Names/purpose.
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Show suggested Apps to the employees(usage+static info)
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Provide ability to sort the apps.
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Provide ability to see non OKTA apps
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Add/Onboard a new app (Business and IT Owners only)
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Topic pages-Display App info for the relevant app
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Flexibility of the app through search-indexing, meta/tagging and synonyms.
What I’m Proud Of
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Creating an enterprise-scale discovery system that mirrored app store UX
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Balancing simplicity with platform-scale logic
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Designing for every employee — across accessibility needs, departments, and devices