May 26, 2022

Service Now today unveiled a new overall app design and launched the Automation Engine, a tool designed to help companies accelerate the creation of automation, including native Robotic Process Automation (RPA) integration. They are both part of the new San Diego release available today.

ServiceNow Chief Innovation Officer Dave Wright says the focus is on streamlining and simplifying release. “One of the key features of the new design is the concept of “Next Experience”, a kind of rethinking of what the user interface looks like.”

Amy Lockey, Senior Vice President and Global Head of Design at Service Now, joined the company about two and a half years ago and began a systematic review of the company’s tools from a design perspective. While she liked what she saw on the mobile side, the web app hadn’t been updated in a while and she wanted to simplify and modernize it.

“When I took a deep dive into the experience of our platform, which was a web application with many tools and applications, I really felt that we had the biggest opportunity to innovate and modernize,” she said.

She said they had to be very careful about changing the overall design because it’s the central place where people use Service Now, and they wanted to make sure they simplified it without confusing older users.

New Service Now interface with purpose-built custom workspaces

image credit: service now

“It is used by IT, HR and customer service professionals. In this application, people are allowed to do their work for eight or more hours a day. So any change needs to be performance driven, the experience needs to be smart, and it needs to be seamless and easy to use to really empower those users,” Locky explains.

She said that with all this in mind, the redesign covered three key areas: navigation optimization, smart search, and easier personalization. All of this has been done to help users work smarter and more efficiently without disrupting their usual work patterns.

In addition, the Workspace is now highly customizable and includes elements such as the ability to move the menu to the right place and work in dark mode at night or in low light conditions, which is very good for service technicians to experience.

Another major change in the new version is the automation engine, which combines the previously announced Integration Center with the robotic process automation capability that the company gained when it acquired Intellibot last year. “This is a combination of the Automation Engine Integration Center and the RPA Hub. So this allows us to do standard integrations and also do those integrations and run a bot process that sits on top of it,” Wright said.

This can be an automated bot, a bot that works without a human, or when a human is needed for some part of the task. While this tool is intended to simplify ServiceNow workflows through automation, it may require someone with experience to understand how workflows run in the organization or an external consultant to help fix them. Construction.

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