How a Global Technology Services Leader Transformed ServiceNow User Experience with Next Experience

Learn how a leading global technology services company and one of the largest ServiceNow users partnered with Nihilent to roll out ServiceNow Next Experience across all instances, unifying navigation, modernizing the interface, and delivering a more personalized, productive experience for employees worldwide.

Service

ServiceNow UX Modernization and Next Experience Implementation

Vertical

Software, IT Services, and Hi-Tech

Region

Global (Over 200 Countries)

Tech Stack

ServiceNow Next Experience, Unified Navigation, Configurable Workspaces, Role-Based Landing Pages

How a Global Technology Services Leader Transformed ServiceNow User Experience with Next Experience

Client Overview

The client is a global technology services provider that delivers end-to-end IT and communications solutions, including managed services, cloud, networking, and cybersecurity offerings. As a major ServiceNow customer, it relies on the platform to support a wide range of IT and business workflows across a large, distributed workforce.

Before the San Diego release of ServiceNow, users worked with multiple interfaces, inconsistent navigation, and limited personalization options, which made everyday tasks harder and reduced overall engagement with the platform. Leadership wanted to unlock the full value of ServiceNow by adopting Next Experience globally and making the platform easier, faster, and more intuitive for users.

Business Challenges

The existing ServiceNow experience presented several usability and productivity issues.

Fragmented Navigation Experience

Users had to navigate through multiple locations in the application to find what they needed, resulting in a disjointed experience and slower access to key items.

Limited Menu and Landing Page Customization

Users could not pin or customize menus or configure meaningful landing pages, making it difficult to prioritize important work or see a consolidated view of tasks and approvals.

Inconsistent User Interface Across Workspaces

Different applications and workspaces used different UI patterns, making it harder to move smoothly between Core UI applications and configurable workspaces.

Restricted Personalization and Search

Limited personalization options, inefficient global search, and no configurable start page prevented users from tailoring the experience to their needs or focusing quickly on critical work.

Complex Preference Configuration

Setting display, accessibility, and notification preferences was cumbersome, which led to inconsistent setups and user frustration.

How Nihilent Addressed This

Nihilent partnered with the client to design and implement ServiceNow Next Experience across all ServiceNow instances, focusing on navigation, landing pages, personalization, and productivity enhancements.

Unified Navigation System

Nihilent implemented a unified navigation model that simplified how users move across different sections of the platform, giving them a cohesive journey and easier access to frequently used modules and records.

Role-Specific Landing Pages and Start Pages

Dedicated landing pages and configurable start pages were created for different roles, providing a consolidated view of tasks, approvals, and performance analytics that aligns with each user’s responsibilities. Users can now choose visualizations, dashboards, or workspaces that help them focus on their most important work as soon as they log in.

Enhanced Menu Customization and Personalization

The implementation introduced features that allow users to pin and customize menus, prioritize critical resources, and configure accessibility preferences and theme variants, so the interface better fits their personal and accessibility needs.

Unified User Interface Across Apps and Workspaces

Nihilent ensured a consistent look and feel across Core UI applications and configurable workspaces, enabling smoother transitions and reducing cognitive load as users move between different parts of the platform.

Optimized Global Search and Simplified Preferences

Global search was enhanced to support efficient searching across multiple record types, with improved switching between global search results and workspace application results. Preference configuration was streamlined into a more intuitive experience that makes it easier to set display, accessibility, and notification options.

Key Results and Outcomes

Faster, More Efficient Navigation

Unified navigation and better menu customization helped users find essential items more quickly, improving day-to-day efficiency.

Better Focus Through Role-Based Landing Pages

Role-specific landing and start pages gave users a single place to see their open tasks, approvals, and analytics, improving clarity and prioritization.

Consistent Experience Across the Platform

A unified UI across applications and workspaces reduced friction when moving between different parts of ServiceNow and made the experience feel more cohesive.

Richer Personalization and Accessibility

Expanded personalization options, including accessibility preferences and theme variants, allowed users to adapt the interface to their own working styles and needs.

Improved Search and Start-Up Experience

Enhanced global search and configurable start pages helped users get to the right records and views more quickly, boosting productivity.

Higher Satisfaction and Engagement

Simplified preference configuration and a more intuitive Next Experience UI reduced frustration and increased user satisfaction and engagement with ServiceNow.

Key Takeaways

For a global technology services leader with thousands of ServiceNow users, improving platform value meant focusing on user experience as much as functionality. By implementing ServiceNow Next Experience across all instances, Nihilent helped the client move from fragmented navigation and limited personalization to a unified, role-aware, and highly configurable UX that makes it easier for employees to find information, prioritize work, and stay engaged with the platform.

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