ServiceNow

ServiceNow : Partner Portal

Multiple projects, existing & net-new, for external Partner Portal as well as in Workspace for internal SN users.

Value-add tasks:

intuitive user experiences
task simplification
staged granular information reveal
Adhere to multiple robust style guides and adapt as necessary

Some work cannot be shown due to IP restrictions and/or potential future implementation strategy.

Sr UX UI Designer

Ownership:

UX
UI
User Research (internal users)
Content (1st rough draft)

I worked both independently and with other designers, depending on the project's needs.

Stakeholders

Internal user groups / SMEs (PMs worked with external users)
Engineering (FE / BE / Architect) / QA / Test, multi-geo teams)
Project Managers, Technical Project Managers
Managers
Directors & VPs
3rd-party design team

Some common themes throughout projects.

Program complexity: Partners and Customers struggle to navigate the many programs and requirements.
Cumbersome analytics: Data was plentiful but not always sliced in ways that enabled Partners to make the key decisions with the data delivered.
Information obscurity and overload: Too much disparate information in many different places with little contextual relevance.
Much internal assistance needed: Because of the complexity of program eligibility and progression through requirements and milestones, internal Account Managers frequently have to offer hand-holding to ensure Partners and Customers are getting the full benefits of programs.

I had many challenges and frequently very short runways to work within.

Resources

Because our Engineering team worked on many projects from many teams at once, the resources were stretched very thin.

Release schedules

We had many projects in Engineering at any given time. Our runways could be days, weeks, or months depending on the project.

Evaluations

Because runways were usually short and very strategic, evaluations needed to be strategic and concise, and involved many Stakeholders.

Communications

Communications could be trying at times, with so many Stakeholders getting briefed by different players at different stages, frequently the message would get garbled and be inaccurate.

Different projects had various strategies depending on the initial user data and goals defined by the PMs.

As Designers, had to grok the initial requirements and supplement with our own questions in order to ensure we had the foundational information needed to be able to craft an expreience that met user goals and align with company goals.

Because the comms process was convoluted and somewhat insular, it was difficult to know where we were in the review processes, so I built in tracking on my project mocks.
I documented epics, tasks and steps on my figmas, as well as added notes and callouts to different Stakeholders to ensure my original comments, questions, and concerns could be ingested without confusion and any Stakeholder reviewing was clear on the goal and process.

Each project had it's own strategy based on runway, goals, and resources available.

Information Architecture plan for Workplace Quality/Pipeline administration (net new)

Preliminary sussing out how to navigate to the other Workplace areas for internal Admins and Account Reps.

Partner Leads: connections between Partner and Admin experiences (net new)

To lessen the Engineering load, the Admin functionality (right side) was added to the Partner functionality tabs area (left side), and governed by ACL.

Project snippets

Partner Leads Management

- net-new process (internal, external)

EPIC: As a PLM, I need to be able to see and quickly assess leads that would match my company’s criteria and strategy so I can start acting on them to get a lead to a deal and revenue for my company.

All 9 Partner Seller flows

Opportunity Dashboard

- net-new (internal Admins)

EPIC: As a GPC Ops, I need to have all the data for my global partner reports displayed in one customizable interface, so I can see each Partner’s pipeline performance in real time, so I can efficiently manage my Partner’s pipelines.

(This is one quick flow in this full experience)

Admin Management

- net-new process (internal, external)

Being that there was no real notion of ACL platform provisioning at the time, we had to think through provisioning user access through a more manual process. This process involved both users and user groups within groups, as well as granular access. This is an early vision on how we could approach this.

Metrics Dashboard

- net-new process (external)

EPIC: As a Partner, I need to be able to see my NNAVC and logo metrics, and to see a consolidated list of my company’s analytics pages, in order to be ale to make informed decisions for my company.

Email template restructuring

Clear and concise customer communication is key. Users need to quickly understand what type of communication it is to quickly triage their attention and actions.

Actionable
- Urgent
- Important
Informational/confirmational
Cross/upsell

Partner Success Review (PSR): status & review request

- added feature (external)

EPIC: As a Partner, I need to initiate eligible skill reviews to be able to gain higher ranking and visibility in Partner Finder to be able to attract more Customers to increase revenue for my company.

Specialization Program

- net-new (external)

- with Gen AI

EPIC: As a SN Partner, I want to know where my company stands in the specialization requirements landscape, and specifically how to progress further, in order to gain benefits and improve my Partner Finder ranking to gain more clout and income for my company.

ServiceNow : Partner Portal

Multiple projects, existing & net-new, for external Partner Portal as well as in Workspace for internal SN users.​

Value-add tasks:

intuitive user experiences

task simplification

staged granular information reveal

Adhere to multiple robust style guides and adapt as necessary

Sr UX UI Designer

Ownership:

UX

UI

User Research (internal users)

Content (1st rough draft)

I worked both independently and with other designers, depending on the project's needs.

Multiple projects, existing & net-new, for external Partner Portal as well as in Workspace for internal SN users.