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Service
Now

Crafting a configuration experience for admins setting up ServiceNow's Customer Service Management products

ROLE

Product Design Intern

TIMELINE

May - Aug 2023

3 months

TOOLS

Figma

Miro

DELIVERABLES

Ideation workshops

User Journey 

Hi-fidelity Design

Prototype

Artboard 1_2_3x.png

Overview

My internship project was centered around a designing a setup experience that would help administrators onboard and configure a Customer Service Management system for their business. During the 12 weeks of my internship, I worked together with a cross-functional team to take the problem through ideation to a hi-fidelity prototype that targeted the setup process at three levels of increasing specificity. I thoroughly enjoyed working with such an amazing team of researchers, writers, engineers, product managers, and designers, and I learned lot from each of them. At the end of the internship, I had the amazing opportunity to present the project to senior leadership and get their buy-in on the initiative.

THIS WORK IS UNDER NDA

If you would like to learn more about my work at ServiceNow or view a case study, please reach out to me at amshao@usc.edu.

Takeaways

WORKING THROUGH AMBIGUITY 

Through taking on such a complex ecosystem of products, I was faced with lots of ambiguity near the beginning of my internship. We had to understand the vague, non-linear processes that users might take to achieve their goal, along with many technical terms, numerous products and features, and various user paths. I learned to slowly uncover the details of the problem space by talking to different teams and subject-matter experts, as well as playing around with the product myself on an employee instance. Through this, it was very important that we continuously iterated on the design to account for new findings and challenges as they arose.

BUILDING ON AN ECOSYSTEM

At ServiceNow, I was designing alongside many past and present designers who have already created a suite of products. This meant there was already a large and complex ecosystem that my designs would then be a part of. As a result, it was important that I would take a broad outlook at the business and grasp onto its goals, values, and products, especially if they were directly or tangentially related to mine. By connecting with fellow interns and workers, I was able to better situate my project in a sea of ongoing work and make intentional design decisions that target our users at the right point.

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