If people hate it, it’s not working. It doesn’t matter how smart your workflows are. If your portal is slow, confusing or not on brand, people won’t use it. They’ll call support. Email HR. Avoid the system. Then your investment? Wasted.
We’ve seen it again and again. The back end is solid. The experience is not.
UX Is Business Critical
Clients often tell us, “But the portal works.” Sure. But does anyone actually use it? Bad UX leads to low adoption. Low adoption means high support costs. That means low ROI.
Flip it round:
- Good UX means easier navigation
- Easier navigation means fewer tickets
- Fewer tickets means lower costs
- Lower costs means better returns
This isn’t a guess. One global client cut HR support volumes in half after we redesigned their portal. Same platform. Just a better front end.
Make It Obvious
Users don’t want perfection. They want:
- A working search bar
- Fast load times
- Fewer clicks
- Clear answers
Our UX checklist includes:
- Clean, simple layout
- Logical user paths
- Role-based content
- Mobile-first design
- Search that works
- Plain, human language
You don’t need new tech. You need a smarter interface.
Know When It Works
You’ll know it’s right when tickets drop, complaints slow down, and your team gets back to what matters.
Great UX pays off fast. Six months, in most cases. Real impact. Real savings.
Don’t Let the Front End Fail the Whole Platform
We’ve been in this space for 12 years. We’ve seen good platforms ruined by bad portals.
Want your ServiceNow setup to actually save money? Start with the user.
Build for them, not your architects. Keep it simple. Let’s fix it together.