Delivering Amazing Experiences

Key Insights

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  COVID-19 accelerated ServiceNow's development cycle from the usual six months to a biweekly release cadence for return-to-office applications.

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  ServiceNow's return-to-work product integrates with partners like Microsoft for contact tracing and Uber for essential worker transportation.

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  Employee sentiment surveys are embedded to ensure companies respect readiness and comfort levels when returning to the office.

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  Facility management features include PPE ordering and desk cleaning scheduling linked to actual occupied workspace data.

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  ServiceNow's Atomic Design-based system organizes UI components into four hierarchical layers: base components, experience components, page templates, and core experiences.

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  The drag-and-drop UI builder enables designers to create and tweak interfaces themselves, conserving engineering bandwidth for backend work.

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  Designers collaborated remotely across multiple time zones using tools like Miro and Figma, enabling rapid, creative iteration during the pandemic.

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  The demo for a fictitious apartment rental platform was built in two weeks, including front-end design, backend data integration, and realistic content like federal housing links.

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  ServiceNow employs its own products internally before public release, facilitating immediate feedback and early problem detection.

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  Their publicly available design system on developer.servicenow.com provides reusable components and usage guidelines to reduce reinventing the wheel for customers.

Notable Quotes