Not the previous poster but my experience of ServiceNow is:
It’s slow.
It’s rarely clear which button you need to advance a workflow.
Some buttons take irreversible actions, others lead to further information, and these two types of buttons look identical.
The point about a confusing underlying information architecture is spot-on.
Pages can have multiple tabbed sections which is disorienting.
The approval interface makes it very unclear what you are approving without looking it up elsewhere yourself.
You have to right click on a column header to find the export to Excel option?
Asterisk apparently means ‘contains’ when searching, unlike search syntax in any other product.
No apparent way to search all fields in a list - you have to choose which field specifically to search in.
URLs are long and ugly.
Users are displayed as FirstName LastName, which is friendly and all but there is no way to disambiguate when two users share the same name but have a different User ID - and clashes like these happen all the time in my company of >100k employees.
I’ve no idea how much of this is fundamental to the product and how much is the fault of our configuration. There may be useful features of which I am unaware, but the UI does not invite discovery of these if they are there.
Thanks for sharing your experience. We (designers) don’t often get to hear feedback like this first hand in an unguided conversation. So I really value it.
Your points are super valid, and your last sentence resonates with me heavily. It’s the essence of what my team is focused on improving. Our out-of-box should be as close to ‘great’ as possible. This goes for the most technical implementors, admins, devs... all the way down to non-technical single-app users. A great platform will know how to do this gracefully without forcing the latter through the same experience.
Going to bring these, as well as the other points in the thread, up in my staff meeting next week. It’s relevant to the work we’re currently doing.
It’s slow.
It’s rarely clear which button you need to advance a workflow.
Some buttons take irreversible actions, others lead to further information, and these two types of buttons look identical.
The point about a confusing underlying information architecture is spot-on.
Pages can have multiple tabbed sections which is disorienting.
The approval interface makes it very unclear what you are approving without looking it up elsewhere yourself.
You have to right click on a column header to find the export to Excel option?
Asterisk apparently means ‘contains’ when searching, unlike search syntax in any other product.
No apparent way to search all fields in a list - you have to choose which field specifically to search in.
URLs are long and ugly.
Users are displayed as FirstName LastName, which is friendly and all but there is no way to disambiguate when two users share the same name but have a different User ID - and clashes like these happen all the time in my company of >100k employees.
I’ve no idea how much of this is fundamental to the product and how much is the fault of our configuration. There may be useful features of which I am unaware, but the UI does not invite discovery of these if they are there.