Design & Content Consulting

Maximize Engagement and Adoption With a User-centered Strategy

Are you trying to get more adoption of your portal? Go beyond the default and  into an extraordinary experience with NewRocket Design and Content Consulting. Help your users find what they are looking for and complete tasks faster with personalized content and a great user experience.

Get In Touch

Key Benefits


ServiceNow CSM (Customer Service Management)
Optimized navigation and search

A great experience starts with great content, but if you can't get to that content, what's the point? Make sure your users get the content they need and can complete their tasks efficiently by optimizing the browsing and search experience. Organize knowledge and request forms into a coherent menu system and topical pages that reflect how users think about your content. Improve search results by applying best practices to titles and metadata.

  • Menu and categorization improvement
  • Topical page design
  • Search optimization
ServiceNow CSM (Customer Service Management)
Modern, consumer-grade UI

Expectations for the quality of enterprise applications have never been higher. Exceed those expectations by bringing your brand to life in a consumer-grade user interface. ServiceNow provides an robust, extensible platform for delivering the user experience, giving you the freedom to meet the needs of your users. The NewRocket design team understands how ServiceNow works and can guide you toward getting the portal experience you want without negatively impacting your upgradability.

  • Follows your branding guidelines
  • Extensible architecture
  • Upgrade safe
ServiceNow CSM (Customer Service Management)
KPI and governance framework

The needs of your users will inevitably change. Face that change with confidence knowing you have a way to monitor the success of your experience and make continual improvements in a controlled manner. You'll get guidance on which key performance indicators matter most to your goals and how to enable measuring those in ServiceNow. Additionally, you'll get help establishing a governance framework for content creation and technical changes so you can maintain and scale your solution with confidence.

  • KPI identification
  • Implementation of measurements
  • Content and technical governance best practices
ServiceNow CSM (Customer Service Management)
Voice of the user/customer

Discover what matters most to your users and translate that into measurable improvements to their experience. We can facilitate interviews and focus groups, conduct surveys and analyze data and usage metrics to create personas. These personas inform the visual and user experience design and ultimately lead to better alignment of your system to the user's needs.

  • User research (interviews, focus groups, surveys)
  • Data and usage analysis
  • Persona development
  • User testing using prototypes and design concepts

User-Centered Process

The NewRocket design approach follows a strategic course with a focus on user experience during each step of the process.


Every great portal begins with a well thought through plan.

  • Goal Setting
  • User Research
  • Requirements Documentation

Potential Deliverables:

Portal metrics evaluation, category taxonomy audit, user interviews, focus groups, surveys


In the design phase, we bring research and strategy to life.

  • User Flows
  • Blockframes and Wireframes
  • High Fidelity Mock Ups

Potential Deliverables:

Journey maps, interactive wireframes, mobile and desktop clickable prototypes


Integrating our deep industry experience into a product that delivers.

  • Responsive Development
  • Quality Assurance Testing
  • NewRocket Widget Integration

Potential Deliverables:

Custom Service Portals, licensed widget suite


Tracking users is an essential way to measure the success of your portal.

  • User Acceptance Testing
  • Analytics
  • Training and Documentation

Potential Deliverables:

UAT test plans, portal documentation, heatmapping analytics

Operational Benefits

Improving the employee workplace experience is the No. 1 priority for 67% of corporate real estate leaders who are increasingly working with the digital workplace team to optimize the hybrid experience.    

By 2025, corporate workspace allocation will flip from 70% individual  workstations and 30% collaborative space to 30% individual and 70% collaborative space. By 2025, less than 5% of desk workers will prefer to work from a corporate workplace full time, down from 17% in 2021.    

By 2027, 80% of millennial workers will prefer to spend their time in various workplaces rather than full-time remote or full-time work from the office, up from 61% in 2021. By 2024, organizations with a persistent cross-functional team tasked with workplace experience strategy will be 80% more likely to have high employee satisfaction with the workplace.    

Gartner, 2023 Market Guide for Workplace Experience Applications

Next Steps

Practice Strategist | Experience
We are pioneers in how to get the most out of ServiceNow to deliver extraordinary experiences for your users.  Contact us to discuss how we can help you improve adoption and get the business results you are targeting.
Book a Call
Ready to Go Beyond Workflows?
Contact Us