ServiceNow:

Adding customization elements

Overview

ServiceNow is a cloud computing platform that helps companies manage workflows for enterprise operation.

What is VA? Virtual Agent (VA) makes it easy for employees and customers to resolve issues fast and get what they need, when they need it with an AI powered conversational chatbot.

VA helps people self service their own needs like filing a ticket, requesting a laptop or resetting their password. It's used often to resolve issues from HR and IR service desks, among their applications. VA works across Slack, Facebook workplace SMS and web.

Tools

Miro
Figma
Zoom
Builttools (Internal Tracking Software)

Team

2 product designers
5+ PMs
Content writer
Engineering Team

Duration

August - October 2022
(ongoing iteration)

Problem

Customers that use the Virtual Agent product are frustrated by the lack of flexibility in the personalization of their chatbot.

Solution

Allow for flexibility in the UI by adding colors, fonts, and imagery customization. We focused on fonts within this sprint.

PROCESS

1

2

5

3

4

6

DISCOVERY

RESEARCH

PROTOTYPES

PAIN POINTS

NEXT STEPS

HOW MIGHT WE

Discovery

Why are we doing this? Is it even important to add a customization feature?

Collected information from:
- Product Managers
- Designers
- Engineers

Research

Discussed with product managers the next move on improving the product. Wanted to get some more data from clients but highly confidential so I decided to do qualitative and quantitative methods.

Card sorting
Surveys
Interviews

Pain Points

Upon collecting information from the research, I gathered some pain points which gave me the answer to user needs.

"I have very certain custom fonts that I like so I would like the possibility of being able to add my own fonts."

"When organizations are complex, they make customization so difficult to enable."

"It's frustrating when I can't add my own fonts, specifically I like to upload my own or use an internet URL to add."

"I don't really need custom fonts but I like the option. It would be better to also just have something that exists."

How might we

The users needs helped guide what the 'how might we' statements would be.

1. How might we allow users to customize their own fonts?

2. How might we make the administration screen easy to use so that customers understand how to customize their font intuitively?

3. How might we add a feature where users can both upload and add their own URL?

4. How might we create a predefined list of fonts so that users don't need to necessarily upload their own.

Prototypes

We discovered many engineering constraints along the way and we landed on this solution.
Learn more in deeper dives.

Email me!

1. Initial Prototype

Using a modal, radio buttons were added due to usability concerns. Links prove to be confusing and content is confusing.

2. Overcoming Usability Concerns

There are usability concerns due to the upload and URL existing within one area in the modal content. When a user toggles between these options, the change could be confusing. Also, we recognized that we have to let users name the font because the file didn't provide that information.

3. Existing Engineering Constraints

We added another button due to engineering constraints. We had to separate the options from the initial interaction. This helped address some usability concerns.

4. Addressing Hierarchy Concerns

This one addressed design concerns of hierarchy on the page as dropdown should be the primary option and adding a font is optional.

5. New Engineering Dependency

We landed on this version as it addressed the hierarchy concerns. It also addressed a new engineering dependency as the font needed to be added to 2 separate tables using existing components available for our developers.

Next Steps

Impact

6% increase adoption rate

9/10 usefulness to their team

Next Steps

SO many iterations! The finished result needs to be evolved into a more holistic branding experience. To help our users administer our system easier, we should have one unified center to take care of all the branding needs.
To validate this hypothesis, I'm working with our research team to learn more about our customers' brand needs.

For a deeper dive, please contact me!

Email me!

More Projects

Flight Centre: Self Serve Cancel
Product Design

ServiceNow: Design Systems for Platform
Color Theming and Mapping/Component Library

Screen Shot 2022-10-23 at 9.17.04 PM.png

ServiceNow:

Adding customization elements

Overview

Tools Miro Figma Zoom Builttools (Internal Tracking Software)

Team 2 product designers 5+ PMs Content writer Engineering Team

Duration August - October 2022 (ongoing iteration)

Problem

Customers that use the Virtual Agent product are frustrated by the lack of flexibility in the personalization of their chatbot.

Solution

Allow for flexibility in the UI by adding colors, fonts, and imagery customization. We focused on fonts within this sprint.

PROCESS

1

2

5

3

4

6

DISCOVERY

RESEARCH

PROTOTYPES

PAIN POINTS

NEXT STEPS

HOW MIGHT WE

Discovery

Why are we doing this? Is it even important to add a customization feature?

Collected information from: - Product Managers - Designers - Engineers

Research

Discussed with product managers the next move on improving the product. Wanted to get some more data from clients but highly confidential so I decided to do qualitative and quantitative methods.

​​

Card sorting

Surveys

Interviews

Pain Points

Upon collecting information from the research, I gathered some pain points which gave me the answer to user needs.

"I have very certain custom fonts that I like so I would like the possibility of being able to add my own fonts." ​

"When organizations are complex, they make customization so difficult to enable."​

"It's frustrating when I can't add my own fonts, specifically I like to upload my own or use an internet URL to add."​

"I don't really need custom fonts but I like the option. It would be better to also just have something that exists."

How might we

The users needs helped guide what the 'how might we' statements would be.

1. How might we allow users to customize their own fonts?

2. How might we make the administration screen easy to use so that customers understand how to customize their font intuitively?

3. How might we add a feature where users can both upload and add their own URL?​

4. How might we create a predefined list of fonts so that users don't need to necessarily upload their own.​

Prototypes

We discovered many engineering constraints along the way and we landed on this solution. Learn more in deeper dives.

1. Initial Prototype

Using a modal, radio buttons were added due to usability concerns. Links prove to be confusing and content is confusing.

2. Overcoming Usability Concerns

There are usability concerns due to the upload and URL existing within one area in the modal content. When a user toggles between these options, the change could be confusing. Also, we recognized that we have to let users name the font because the file didn't provide that information.

3. Existing Engineering Constraints

We added another button due to engineering constraints. We had to separate the options from the initial interaction. This helped address some usability concerns.

4. Addressing Hierarchy Concerns

This one addressed design concerns of hierarchy on the page as dropdown should be the primary option and adding a font is optional.

5. New Engineering Dependency

We landed on this version as it addressed the hierarchy concerns. It also addressed a new engineering dependency as the font needed to be added to 2 separate tables using existing components available for our developers.

Impact

6% increase adoption rate

9/10 usefulness to their team

Next Steps

More Projects

Flight Centre: Self Serve Cancel Product Design

ServiceNow: Design Systems for Platform Color Theming and Mapping/Component Library

Tools

Miro
Figma
Zoom
Builttools (Internal Tracking Software)

Team

2 product designers
5+ PMs
Content writer
Engineering Team

Duration

August - October 2022
(ongoing iteration)

Collected information from:
- Product Managers
- Designers
- Engineers

"I have very certain custom fonts that I like so I would like the possibility of being able to add my own fonts."

"When organizations are complex, they make customization so difficult to enable."

"It's frustrating when I can't add my own fonts, specifically I like to upload my own or use an internet URL to add."

3. How might we add a feature where users can both upload and add their own URL?

4. How might we create a predefined list of fonts so that users don't need to necessarily upload their own.

We discovered many engineering constraints along the way and we landed on this solution.
Learn more in deeper dives.

Flight Centre: Self Serve Cancel
Product Design

ServiceNow: Design Systems for Platform
Color Theming and Mapping/Component Library