AI. Automation. Efficiency. Everyone talks about the tech, but forgets the people. The 2025 World Forum made one thing clear: AI means nothing without human context.
What “people-first” really means
It’s not just soft talk. It’s smart business. When portals feel intuitive, employees use them. When they don’t, they avoid them. People-first design looks at emotion, behaviour, and context, then builds workflows that feel natural, not forced.
The ServiceNow advantage
ServiceNow already gives you the structure: Employee Center, AI Search, and Workflows.
But human experience is what unlocks it. We help clients turn these capabilities into experiences that feel personal:
- Simple navigation that mirrors human logic
- Content written for tone, not template
- Personalised homepages that show what matters most
Monochrome in action
We’ve seen clients go from 9/10 frustration scores to 9/10 satisfaction, just by rethinking experience. One restructured Employee Center cut administrative effort by 75%. Another reduced onboarding time by half. That’s what happens when people come first.
Design for feelings, not just functions
- Ask real users what slows them down
- Observe, don’t assume
- Make every journey answer “what now?”
- Test until it feels right, not just looks right
UX isn’t a nice-to-have. It’s a business multiplier.
Explore human-centred Employee Center design examples.
Frequently asked questions
What is people-first design in ServiceNow?
It’s designing portals around how humans think and act, not how systems are structured.
Why does it matter?
Because adoption and ROI come from user satisfaction. People won’t use what frustrates them.
How does Monochrome apply it?
Through research, observation, and iterative design that balances emotion with efficiency.
Let’s help you measure your success, book your UX accelerator today.