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ServiceNow:

Virtual Agent Message Preview

Overview

ServiceNow is a cloud computing platform that helps companies manage workflows for enterprise operation.

What is VA? Virtual Agent (VA) makes it easy for employees and customers to resolve issues fast and get what they need, when they need it with an AI powered conversational chatbot. 

VA helps people self service their own needs like filing a ticket, requesting a laptop or resetting their password. It's used often to resolve issues from HR and IR service desks, among their applications. VA works across Slack, Facebook workplace SMS and web. 

Tools

Miro 
Figma
Zoom
Builttools (Internal Tracking Software)

Team

2 product designers
5+ PMs 
Content writer
Engineering Team
Accessibility Team

Duration

January - March 2022
(ongoing iteration)

Problem

How can the Virtual Agent become more effective to motivate users to engage with the chatbot?

Solution

By providing a proactive message that appears in personalized relevant scenarios, the users will be more likely to engage with the chatbot.

PROCESS

RESEARCH
Ideating Information

 PROTOTYPES
Iterations on Interations

REVIEW
Engineering Constraints

NEXT STEPS
What did I learn and What is the next step?

Research

Research

Discussed with product managers on the next move for improving the product. I compiled information in Miro Boards, Figma files while conducting a competitive analysis on other companies like Intercom. This project kicked off a larger research initiative for proactive engagements.

Prototypes

Prototypes

I mapped out 4 user scenarios that users would most likely perform when encountering a proactive message from the chatbot.
 

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Review Constraints

 Constraints

After reviewing if our ideas were executed correctly, we realized there was an issue with the micro interactions and that we didn't release what was intended. Engineering insisted we push for that version but we truly believed in advocating for the user.

  • Original Vision: Pulling messages in real time when each message is pushed. 

  • Implemented Design: Pulled at certain intervals, only getting the last message.
     

Click play to view the implemented design. 

Next Steps

Next Steps

Micro-interactions are so important. The user could get frustrated and leave the chatbot completely, making the whole experience not useful.

We are hoping to implement the correct version in the next release. 

For a deeper dive, please contact me!

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