VividCharts: Templates
As part of its core offerings, VividCharts gives ServiceNow users the ability to save previously created reports as templates. After time had passed with the new design of the product, we found many ServiceNow reporters did not want to create their work from scratch.
Role: UX/UI Designer - 2023
Saving as a template became an in-demand function, but users were struggling through the experience itself.
Problem
A more efficient flow to save work as templates, backed by research and feedback from customer success, with reports from customers indicating satisfaction with the new flow.
Outcome
When taking time to discuss the issue with customer success, the primary issues on their end was that the experience itself was taking a lot of time on their end to walk customers through. Not only did the users not know what they were doing, CS was getting lost in the mess too. There was a break in flow between saving something as a template then going to find it later.
Understanding the Problem
I spoke to our lead developer to understand technical limitations, as this was very unknown territory to me. The newly generated templates were being generated as copies without the original data. This meant users had no choice but to reenter data in another form to retrieve it. The solution to this was to insert preconfigured data into the process. The majority of ServiceNow users did not have a need for custom data; if they did, they had the technical process to navigate the process without CS. Part of selling this idea to product management was to convince them that users needed less options to prevent future failure, versus unlimited options. This ended up sealing the solution.
Technical Solutions
I chose to insert the process of selecting preconfigured data into a step by step form inside of the Editor, to keep the workflow contained in one space.
Iterations and Final Prototype
My Templates
Newly generated templates are uploaded to the Templates page.
This project gave me the chance to gather insights from outside of product; rather than relying on previous conceptions of what the problem might be, I spent time investigating on what the problem actually was. The end result was a flow that pleased stakeholders.