When you are looking at an existing business process that you want to digitize (e.g. the existing process is mostly offline) or migrate (move off an existing solution to ServiceNow), success comes from learning about the current state, the needs and challenges the users experience, and the goals of the business. With those insights, you can then ideate on how to realize the transformation with the ServiceNow platform.
This play guides you through the methods to understand how the process occurs today, where it can be better and then to envision the solution on ServiceNow.
Understand
The first stage of the process is learn about your users and the current state process. The best method of doing this is to get right to the source by talking to an observing the users.
Learn from your users
Business processes are nothing without the users that interact along the way. It is important to understand how their expectations and behaviors shape the outcomes of the process.
Challenges and Opportunities
Identify what is working well and holding you back from achieving a stated goal.
Learn More...User Interviews
Interact with the users to learn about their experiences and expectations with the technology or process you are looking to transform.
Learn More...Journey Mapping
Visualize a user’s interactions across multiple channels with a solution from the beginning towards the achievement of a goal.
Learn More...Ideate
Once you have a strong understanding of the users and their relationship with the process, you are ready to start imagining a better future. The activities below will along you to focus on the future with limited time spent on “how it used to be”.
How Might We
Reframe backwards looking problem statements into challenge statements for a better future.
Learn More...Prioritization
Delivery team and stakeholders come together to align on the rank order of features and functionalities desired for a solution
Learn More...Prototyping in Figma
Rapidly explore how the experience would be delivered on ServiceNow without a line of code.
Learn More...Usability Testing
Observe users interacting with a prototype or production instance to see where they encounter friction
Learn More...