The client

The client is a global telecommunications and managed services leader, operating at massive scale with nearly 100,000 employees across multiple geographies and functions. As part of a broader cloud-first and AI-led digital transformation, the organization relied heavily on ServiceNow to deliver employee services spanning IT, HR, asset management, and internal support operations.

Despite strong platform investments, employee experience had become a business bottleneck. Fragmented portals, inconsistent navigation, and generic workflows were eroding productivity, increasing ticket volumes, and limiting the organization’s ability to link experience improvements to business KPIs such as cost-to-serve, SLA performance, and adoption. The leadership mandate was clear: transform ServiceNow from a system of record into a system of engagement—one that worked intuitively for employees, managers, and agents alike.

The problem

As the organization scaled, employee services evolved in silos. What started as functional portals became a cognitively heavy, low-adoption ecosystem, impacting both operational efficiency and employee sentiment.

Fragmented Employee Journeys

Employees were forced to navigate multiple portals for simple tasks, leading to friction and abandonment.

  • Disconnected HR, IT, and asset workflows increased time-to-complete everyday requests
  • Inconsistent navigation patterns forced users to “relearn” the system each time

Low Self-Service Effectiveness

ServiceNow was present, but not truly enabling self-resolution.

  • Less than 30% of issues were resolved without agent escalation
  • Knowledge content was buried beneath ticket-first experiences, discouraging self-help

One-Size-Fits-All Experience

The platform failed to recognize different user roles and intents.

  • No persona-driven dashboards for employees, managers, or agents
  • Generic layouts delivered irrelevant content, increasing cognitive load and fatigue

Poor Experience Governance & Accessibility

Experience quality degraded over time due to a lack of structure.

  • Outdated knowledge articles cluttered search results
  • Accessibility gaps (WCAG non-compliance) limited usability across devices and abilities

OUR SOLUTION

Worxwide led an experience-led ServiceNow transformation, grounded in behavioral science, enterprise UX strategy, and measurable business outcomes. The goal was not just redesign—but operationalizing experience at scale.

Role-Aware Information Architecture & Navigation

We redesigned the platform’s foundation around the user’s identity and their next steps.

  • Built role-specific dashboards for employees, managers, and agents with task-first navigation
  • Applied 80/20 prioritization to surface high-frequency tasks within three clicks

AI-Powered Search & Self-Service Enablement

Search was transformed from a blocker into a growth lever.

  • Implemented federated search across tickets, knowledge, catalog, and people
  • Introduced AI typeahead, synonym mapping, and task-first result cards to boost findability

Content Lifecycle & Experience Governance

We treated content as a product, not a static asset.

  • Designed end-to-end knowledge lifecycle governance (audit → create → retire)
  • Enabled role-based content surfacing to ensure relevance and freshness

Embedded AI, Automation & Nudges

Experience intelligence was woven directly into workflows.

  • Deployed conversational self-service and AI-assisted resolution flows
  • Introduced contextual nudges, SLA alerts, and next-best-action guidance

Human-Centric, Accessible Design System

We anchored the experience in Peter Morville’s UX Honeycomb and global accessibility standards.

  • Reduced cognitive load through clean layouts, micro-interactions, and feedback loops
  • Ensured WCAG 2.1 AA compliance across devices, including mobile-first users

Our work in action

The Impact

Productivity at Scale

Employees completed high-frequency tasks 35% faster, with common requests reduced from minutes to near-instant resolution through task-first, role-aware experiences.

Operational Efficiency & Cost Reduction

Improved self-service and AI-assisted workflows resulted in a 25–30% reduction in tickets and a 28% decrease in SLA breach escalations, easing the operational load and enhancing managerial control.

Executive Visibility & ROI Confidence

Leadership gained real-time visibility into adoption, cost-to-serve, and ROI, transforming ServiceNow into a governed, scalable digital workplace platform rather than a reactive support tool.

Download