The Power of Customer Feedback | Shaping User Experience at ServiceNow

In this episode of the podcast, host Bobby Brill interviews Jessie Livingston, Tricia Wilson, and Molly Bowman from the ServiceNow UI, UX, and research team. The discussion centers on how ServiceNow incorporates customer feedback into product development, focusing on two key features from the Yokohama release: process mining and Voice for Now Assist. Tricia Wilson elaborates on process mining, explaining its function in identifying deviations from intended workflows and how user research led to improvements in the product's reliability and usability, including enhanced error messaging and performance upgrades using RaptorDB. Molly Bowman discusses the development of Voice for Now Assist, emphasizing its role in accessibility and the challenges of creating a high-quality, versatile voice model that accommodates various accents and user needs. The guests highlight the importance of understanding user behavior and addressing practical issues to improve the overall user experience with ServiceNow products.