UX Discovery & Usability Assessment

Make adoption a key focus of your implementation. We add real needs and user's behavior into the equation by involving them continuously in the implementation process.

The service is designed to ensure that digital products and ServiceNow implementations are built around the real needs, behaviors, and expectations of the people who use them. This engagement uncovers key insights about users, their workflows, and the context in which they operate - helping teams deliver solutions that drive adoption, satisfaction, and business value.

We use a hands-on, human-centered approach that includes stakeholder interviews, workflow mapping, and in-depth user research. We conduct user testing to see how real people interact with your tools - what's intuitive, what's frustrating, and where improvements can make the biggest impact. User testing gives us actionable feedback. It allows us to validate design ideas, fine-tune functionality, and reduce risk.

The insights we uncover highlight opportunities for automation, reveal unmet needs, and define measurable outcomes across users - laying the groundwork for solutions that are efficient, engaging, and truly aligned with how people work.

Who is it for

This product is ideal when starting a new ServiceNow implementation, redesigning a workflow or module, or introducing new features where alignment with user needs is critical. Whether you’re designing for internal employees, service desk agents, or external customers, this process ensures your investment is user-driven from day one.