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Now Assist Self Service (NASS)
Designing a platform that empowers users to quickly find answers, complete tasks, and resolve issues
Overview
ServiceNow is a leading cloud-computing platform that helps companies to streamline workflows and optimize enterprise operations. Now Assist Self-Service (NASS) leverages conversational AI and Generative AI to provide intuitive, user-friendly solutions for finding answers, completing tasks, and resolving issues.
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NASS is built upon the existing Virtual Agent (VA) framework, and the NASS experience integrates Virtual Agent with ServiceNow's current search experience.
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As a designer, I contributed to the overall end to end (E2E) experience by focusing on entry points, chat menu, notifications, and synthesized responses.
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ROLE & RESPONSIBILITIES
Product Designer
UX Design
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Methods and Tools: Figma, Miro, Zoom
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Jan 2024 - Ongoing
Defining the Problem
Today when seeking information, people typically turn to search. This process usually involves sifting through multiple results, reading articles, and sometimes cross-referencing sources to locate the correct answer. It can be time-consuming and inefficient. When users are unable to find what they're looking for, they often have to submit a support ticket or reach out to a live agent for assistance. In our design, we want to create a combination of the Virtual Agent and Search Experience.
Current Experience
Previous research revealed that 6 out of 9 participants were unable to successfully complete tasks using the Virtual Agent. The findings also highlighted that users often faced challenges while interacting with the Virtual Agent. One participant expressed their frustration, stating, "I’m fully expecting it to not get it right the first time and have to try some more keywords."
The Process
We conducted a competitive analysis to gain a better understanding of how other platforms are implementing their GenAI chat experiences. Companies like Moveworks, Salesforce, Microsoft, and Atlassian are advancing AI copilots that seamlessly integrate with their services. By studying their user experience strategies, we can gain valuable insights into how they design for usability and engagement, helping us create solutions that not only match their capabilities but also elevate the user experience.
Screenshot of the Competitive Analysis
While the project is still ongoing, I can't wait to share its progress and outcomes. If you’d like to learn more, feel free to reach out to me at stephanieluo188@gmail.com!