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Guided Tours, ServiceNow

Challenge: How might we teach our users to use the internal platform to request services?

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Year: 2020 

Client: Solistica (Integral Logistics Solutions 3PL in Latin America, with operations in Mexico, Colombia, Panama, Brazil)

Role: In-house Service Designer at Solistica (Analysis and design of Back-office services)

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Challenge:
To make known the current functionalities of the GBS service portal, for users requesting the service, and for agents providing the services. Since there are currently doubts from Users from Mexico and Colombia mainly, about how to use and interact with the platform.

Process:

Users and agents were interviewed to obtain information on which were the most frequent doubts.

 

Based on the information obtained, the information step-by-step of each functionality of the platform was designed to explain in detail and instruct users and agents.

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Content:

  • How to create a Requirement

  • How to report an Incident

  • How to change my profile picture

  • How to use the Service Catalog

  • How to use the Seach bar

  • How to see Knowledge articles

  • How to answer the Satisfaction survey

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01.

Guided tours - User view:

02.

Guided tours - Service agent view:

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Configuration and Validation:
I learned how to configure the new functionality in ServiceNow, to implement each guide.

I realized a validation session with real users. Using a Miro board, I put the link of each guided tour, and design a feedback matrix so the users and agents can give me real feedback for each one.

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Configuration tutorial in Snow:

Validation - Feedback matrix:

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Guided tours final lists:

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agent view.png

Communication piece to inform users:

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Solution:

  • Configuration of the detailed list of each functionality of the platform, both user view and agent view.

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  • There have been more tickets made in the correct way, Requirements and Incidents. We have noticed that some users inform other colleagues about the information here designed and they can clarify their doubts.

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  • There have been 145 total views in 3 months.

Example of a User view - guided tour:

Learnings:

I have learned that it is important to talk to real users and understand their perspectives and current experiences. 

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Also that it is important to be responsible for projects that are first ideas and no one knows if they will work or not, to be able to manage risk and communicate actual performance and results.

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