Summary
Curious about how we solve problems and design user-centric products at ServiceNow? During this session, you'll learn about the framework behind our user experience design process and the various roles and activities involved within each phase. You'll also get hands-on experience with a rapid ideation session.
Key Insights
-
•
Design principles at ServiceNow include Focus, Flow, and Love which guide user-centered design.
-
•
Focus ensures inclusivity and simplicity in solutions for diverse users across cultures and countries.
-
•
Flow prioritizes accelerating user tasks, understanding that many users are performing everyday jobs.
-
•
Love promotes emotional connections between products and users, celebrating achievements and user experience.
-
•
A common pain point in organizations includes miscommunication between stakeholders and designers.
-
•
The EDM model consists of four phases: Understand, Ideate, Define, and Implement, aimed at enhancing design thinking.
-
•
User research helps define business goals and customer needs clearly, essential for effective design.
-
•
Using a structured ideation process fosters innovation and effective problem-solving among teams.
-
•
The importance of post-implementation reviews ensures high quality and accuracy in final products.
-
•
Collaboration among product management, design, and development teams is crucial for a successful product launch.
Notable Quotes
"Focus on inclusive and accessible designs."
"The 'Flow' principle helps us design for users' everyday tasks."
"Don't skip the understanding phase; knowing your audience is crucial."
"User emotions should be considered in our designs to drive confidence."
"It's essential to balance ideal design with implementation realities."
"Collaboration with engineering is critical for bringing ideas to life."
"Empathy mapping and journey mapping assist in understanding user needs."
"Highlighting expertise across teams fosters better collaboration."
"Documentation of specifications is vital during implementation to ensure accuracy."
"Design reviews post-implementation help catch any discrepancies before launch."
More Videos
"We're often looking at symptoms rather than digging down to solve for root causes."
Sheryl Cababa Alexis OhThinking in systems to address climate with Sheryl Cababa
June 12, 2024
"This assistant will not do everything; you must remain in charge of it."
Louis Rosenfeld Billy Carlson Jon Fukuda Maria TaylorHow AI will Change DesignOps Tooling
October 3, 2023
"The majority of consumers say that it's important that the companies they buy from actively promote diversity inclusion."
Kelly DernAI as a Design Partner: How to Get the Most Out of AI Tools to Scale Your Process
October 3, 2023
"The inherent conflict among stakeholders must be navigated carefully."
Ariel KennanTheme Two Intro
November 17, 2022
"The dynamic between employers and employees is changing significantly post-pandemic."
Dave Malouf Meredith Black Farid SabitovThe Past, Present, and Future of DesignOps: a 2-part DesignOps Community Call (Part 1)
February 17, 2022
"In remote settings, you have to adapt your incentives because cash isn't always viable."
Sarah RinkRemote User Research: Dos and Don'ts from the Virtual Field
June 11, 2020
"Mobile offers a first-class experience for voice control, unlike many desktop systems."
Sam ProulxMobile Accessibility: Why Moving Accessibility Beyond the Desktop is Critical in a Mobile-first World
September 8, 2022
"Researchers can actually check their assumptions prior to launching bigger studies now."
Wyatt HaymanGlobal Research Panels
August 8, 2020
"We observed how cultural practices impact technology uptake."
Elizabeth ChurchillExploring Cadence: You, Your Team, and Your Enterprise
June 8, 2017
