IMPROVE THE USER EXPERIENCE BY DISTINGUISHING BETWEEN INCIDENT AND SERVICE REQUEST
To improve the user experience in distinguishing between incidents and service requests, and to facilitate the correct submission of IT issues in your organization's ServiceNow Employee Center, consider implementing the following:
1. SIMPLIFIED ENTRY POINT
Accessibility: Add the “Create Incident” record producer as a widget on the “Recommended for you” in the Employee Center homepage. This allows users to easily find and use it to report their issues. Unified Submission Form: Start with a single, straightforward entry form where users can begin describing their issue in plain language. Use natural language processing (NLP) or simple keyword matching behind the scenes to suggest whether their issue sounds more like an incident or a service request. Guided Questions: Implement a series of guided, easy-to-understand questions that help determine whether the user needs to submit an incident or a service request, guiding them to the correct form based on their responses. 2. CLEAR DEFINITIONS AND EXAMPLES Educational Pop-ups or Tooltips: When users first navigate to the form, provide a pop-up or tooltip that succinctly explains the difference between an incident and a service request, with clear examples of each. Visual Aids: Use icons, infographics, or short videos within the Employee Center to visually convey the differences between incidents and service requests. 3. STREAMLINED NAVIGATION Prominent Placement: Ensure the options to submit an incident or service request are prominently placed on the Employee Service Center homepage, minimizing the number of clicks needed to reach the forms. Search Functionality: Enhance the search functionality so that users can type in what they're looking for (e.g., "email issue" or "request new laptop"), and the system can guide them to the correct form or category.
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