ServiceNow Account Management

Consolidating UIs and improving usability

May 16, 2021 • 4 min read

Bringing teams together for a better user-experience

Although it started as a simple ‘community profile’ page, the ServiceNow account portal has the opportunity to integrate dozens of disparate tables of account-related and personal information into a single UI.

At the time the account portal was developed, the ServiceNow had not yet developed a ‘Single Sign-On’ experience to unify the various web properties.

Now we that we have the foundational utilities in place, we have the opportunity to create a single place to manage all aspects of your relationship with ServiceNow.

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There are many issues with the current account page, including:

• ServiceNow logo, navigation, header, footer, and other company information are missing
• The page utilizes screen-space poorly in landscape aspect-ratios
• Some information is public and cannot be removed, updated, or changed to ‘private’
• There’s no indication of where ‘public’ information is displayed or used
• "Display Publicly" is easy to overlook, making it unclear what the toggles do
• The toggles differentiate only with color, and the ‘on’ state is an identical color-value to the ‘off’ state
• There are no links to manage or delete your account or to relevant privacy policies or terms of service

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Quick Wins

To get this project moving quickly, I started with minimal changes to the functionality and focused on getting the page to feel like “ServiceNow”. I also included the ‘job description’ fields from the registration form, improved toggles for privacy, and created a 2-column layout to separate the job-description info from the user’s personal information.

Next Steps

To plan out the larger initiatives like including the data-management and subscription-management features, I moved to a lower fidelity so stakeholders could focus on the functionality before we started discussions about aesthetics.

I created low-fi designs for the five tabs we want to create on the Account Portal: Profile, Events, Activity, Communications, and Security.

I’ve collected requirements from the respective teams to ensure that I know what data we’ll be managing and where we need to integrate.

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Final Designs

DesktopMobile

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Project Goals

• Incorporate the ServiceNow navigation, footer, and other common components
• Replace the ‘public’ toggles with labeled controls
• Redesign the page to support landscape layouts
• Add controls for other personal data that’s not currently accessible
• Add links to account management features like: manage data, delete account, change password, contact preferences, and event preferences
• Link to the public view of the profile and the portals where it’s used
• Improve the usability through information chunking and Gestalt principles
• Create a scalable design that will support role-based access, entitlements, and future integrations like gamification for learning and community engagement

Bonus Content

In this time-lapse video you can watch me quickly work through an early draft of the ‘Security’ tab in Balsamiq.

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Thanks for reading. For more design honesty and maybe some wisdom, visit my portfolio, or offer me a job.

See ya’ later, Cowpoke.