The Power of 20,000+ ServiceNow Skills
Thirdera, a Cognizant company is on a mission to be the world's most trusted and capable ServiceNow partner, delivering maximum value to our customers through deep technical...
Read MoreThirdera generates transformation, digitization, and automation for our customers at the speed of NOW.
We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
Exciting news! Thirdera and Cognizant Awarded Three ServiceNow Partner Specializations
Read moreInsurance Provider Projects $75MM Gain in Business Value from Asset Management Transformation
Read moreGovernment Agency INDOT Modernizes Its Constituent Service Model with CitizenKey
Read moreBalancing mission-driven goals with operational efficiency requires innovative solutions that can streamline processes, and enhance program delivery without straining budgets.
UN Agencies Rely on Thirdera and ServiceNow to Support the Ukrainian Aid Response
Read moreDigitize and automate workflows to enhance the customer experience, online and in-store.
Global SAP on Cloud Leader, Lemongrass, Embarks on Multi-Continent ITSM Overhaul
Read moreStay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
In the realm of ServiceNow's HR Service Delivery (HRSD) platform, the journey toward creating a seamless user experience is akin to navigating a two-sided coin. As a UX designer deeply entrenched in the nuances of experience management, I've observed a recurring oversight that often surfaces after the crafting of project scopes and roadmaps. This oversight is the failure to acknowledge the dualistic nature of experience management: the front end and the back end. Both are pivotal in building a holistic user experience, yet they are frequently viewed through a singular lens or met with confusion when discussed with different stakeholders at critical moments of the project.
The front end of the HRSD platform is the visual and interactive aspect that users engage with, the front door as we call it. It's the user interface where aesthetics and functionality converge, necessitating a design that's both intuitive and appealing. Specifically, Employee Center Pro provides a front-end interface where employees can access HR services and information.
However, the back end – the intricate web of processes, workflows, and data management – is equally crucial. It's the engine room where efficiency and effectiveness are born, ensuring that the front end's promises are not just delivered but exceeded. Agent Workspace for HR optimizes the back-end experience for HR agents, providing tools to improve productivity and enhance case management.
The intersection of these two facets comes to light often after project scoping, revealing a critical truth: there are humans on both sides of the technology that require an elevated experience. All users interacting with the HRSD platform deserve an interface that's not just functional but empathetic to their needs. Similarly, HR professionals and IT staff require back-end processes that streamline their tasks and reduce complexity. This human-centric approach is paramount, advocating for an elevated user experience that respects and understands the human element at every touchpoint.
In the pursuit of this balance, assumptions are the Achilles' heel. Assuming we know what users need without delving deeper is a recipe for a design that's disconnected from reality. The 'Five Whys' technique is a powerful tool in this context. By asking 'why' at least five times, we peel back the layers of each user requirement, reaching the core of the problem. This method doesn't just solve the surface issue but addresses the root cause, ensuring that the solutions are both robust and resonant with the users' true needs.
Moreover, user testing emerges as a non-negotiable aspect of both the front and back ends. On the front end, it's about observing how users interact with the system, identifying pain points, and iterating the design to enhance usability. On the back end, it involves testing the workflows and processes, ensuring they are as streamlined and intuitive as the front-end interface. Fortunately, ServiceNow continues to make backend improvements to streamline workflows and processes for both HR professionals and employees. One example is NowAssist for HRSD, an AI-powered virtual agent that can summarize case details and customer chats to help agents resolve issues faster. NowAssist generates case summaries and resolution notes, reducing manual effort so agents can focus on providing quality support. Integrations like NowAssist exemplify how improving back-end efficiency directly translates to more seamless front-end experiences for employees seeking HR assistance.
When approaching ServiceNow HRSD projects, it's imperative to recognize and respect the duality of experience management. By shedding assumptions, employing a human-centric approach, and rigorously testing both ends, we craft not just a solution, but an experience that honors the humans behind the screens and processes. This dual approach to user testing ensures that the solution isn't just aesthetically pleasing or technically sound but is a cohesive system that resonates with the users at every level.
Learn more about our unique people-centered approach by exploring our experience portfolio.
Thirdera, a Cognizant company is on a mission to be the world's most trusted and capable ServiceNow partner, delivering maximum value to our customers through deep technical...
Read MoreIn recent years, the banking, financial services, and insurance (BFSI) industry has faced an immense wave of change. Customer expectations are evolving fast, regulations are...
Read MoreManufacturing has always captured our imagination. From popular TV shows like "How It's Made" and "Mega Factories" to factory tours offering behind-the-scenes glimpses of...
Read MoreAs leader of the Experience Practice at Thirdera, a Cognizant company, I've found unexpected inspiration in Will Guidara's "Unreasonable Hospitality." While the book focuses on...
Read More