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Executive Summary
Executive Summary
This study was conducted to iterate upon the brand new ServiceNow Mobile application for 15,000 internal Optum users. The goal of the study was to make sure users were able to perform daily work on their Mobile devices both inside and outside of the office.
Qualitative usability testing and surveying methods were used in this study.
The key findings were slow loading times, unclear navigation, and a lack of features. Findings were consolidated into a backlog for product iterations.
Methodology
Methodology
The ServiceNow Mobile usability study consisted of two parts with a total of 112 participants:
In-Person usability testing (20 participants)
Remote survey (92 participants)
Three main user personas were identified and detailed, with Tech Support as the primary user:
Test users were gathered through a ServiceNow mailing list and had the option to choose between In-Person or Virtual testing. Participation was voluntary. Participants represented 15 organizations throughout UnitedHealth Group.
Results
Results
The following usability issues were the most repetitive observations and feedback from both the In-erson usability test and Remote survey:
Slow loading times
Unclear navigation
Lack of features
Recommendations & Action Items
Recommendations & Action Items
Investigate loading times: simplify queries; avoid data manipulation on the UI
Clear up navigation: Add quick links for the most common action items
Add features: Closed incidents section, Business Service VBF section
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