The trap? Too many ServiceNow projects start with “let’s redesign it all.” That’s how budgets vanish before users even notice a difference. The truth: 80% of value comes from 3 core journeys. Fix those first, and you’ll feel the lift everywhere.
The top three journeys
Ticket resolution
- Make “log an issue” fast, friendly, and clear.
- Remove jargon. Add smart defaults.
- Outcome: 30–40% faster resolution.
Search and knowledge
- Tune AI Search for synonyms and context.
- Rewrite knowledge articles in plain English.
- Outcome: higher deflection and happier users.
Onboarding
- Combine HR, IT, and facilities into one flow.
- Give new hires one checklist, not five systems.
- Outcome: consistent first impressions and faster productivity.
How to measure success
- Search exit rate down
- CSAT/ESAT up
- Average time to resolution down
- Self-service use up
When those four lines move, everything else follows.
Monochrome’s playbook
We fix what matters first:
- Identify your top 3 journeys.
- Redesign for speed and clarity.
- Measure impact with real user data.
- Then scale improvements across other areas.
It’s UX that actually moves numbers, not just pixels.
Frequently asked questions
Which ServiceNow journeys should I improve first?
Focus on ticket resolution, search, and onboarding. They touch the most users and deliver fast ROI.
Why not redesign everything?
Because incremental UX improvements deliver measurable results faster, with less disruption.
How do I measure success?
Track deflection, CSAT, and resolution time. When they improve, ROI follows.
Let’s help you measure your success, book your UX accelerator today.