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TRANSCRIPT
For the Now Mobile AppSuccess Playbook
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52%of employees have accessed tools from HR or other departments from a mobile device
67%of employees said it wasn’t easy to complete paperwork from a mobile device
37% of deskless workers felt their opinions and perspectives matter to their employer
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Research on global employees shows that…
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The most common employee service needs
EmployeeNeed to reset my password
Book aConference room
Need a new laptop/phone
Pay issue
Find an HR policy
Need a corporatecredit card
Leave of absence
Can’t send emails Need a new desk
Relocation
Update my emergency contact
Compensation adjustment
New hire onboarding
Change my address
NDA update
Can’t connect to wireless
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5 steps to success with the Now Mobile App Iterate
• Survey employees on the top 3–5 moments that matter• Define KPIs for success• Address mobile security requirements
Research1
• Define mobile capabilities• Create a roadmap of mobile capabilities• Generate executive buy-in for the app
Plan2
• Tailor the experience for mobile • Build your workflows for mobile• Test the app with a pilot group on multiple devices
Configure3
• Generate awareness and adoption• Train your users (and developers!) • Encourage reviews and monitor feedback
Launch4
• Communicate updates regularly to stakeholders• Create self-service analytics that are easy to track and monitor • Review against baseline KPIs and iterate quickly
Measure5
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STEP 1Research 1
Identify commonemployee needs
Define KPIs for success
Address mobile security and deployment
requirements• Review current mobile apps in
use (Slack, Concur)• Survey and ask employees what
they want• Map employee personas with
moments that matter
• Productivity: Self-service %; Task completion %, time savings
• Experience: Employee satisfaction; eNPS
• Activity: Monthly active users; Number of sessions
• Company issued and BYOD devices
• Review security requirements for existing mobile apps
• Identify how you want to deploy the mobile app
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STEP 2Plan 2
Definemobile capabilities
Create a roadmap for mobile
Generate executivebuy-in
• Create your mobile use cases• Identify what device features you
want to use (camera, voice, location services, offline)
• Determine the need for branding
• Phase 1: Build a prototype• Phase 2: Identify integrations
required, languages supported• Phase 3: Determine analytics
required to assess ongoing effectiveness
• Get sponsorship to build the mobile app
• Identify owners for each process• Communicate updates with key
stakeholders across teams
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STEP 3Configure 3
Tailor the experiencefor mobile
Build your workflows for mobile
Test and deploy themobile app
• Map out mobile vs. traditional browser experience
• Optimize knowledge articles and catalogs for mobile
• Adjust mobile UI styles to meet user requirements
• Leverage out-of-the-box functionality (ex: service catalogs, search )
• Build custom applets in Mobile Studio (if needed)
• Determine whether you need offline capability
• Test in a subprod environment• Implement a governance
process to update the app• Define your deployment
strategy
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STEP 4Launch 4
Generate awarenessand adoption
Train your users(and developers!)
Encourage reviewsand monitor feedback
• Use gamification to generate excitement
• Involve marketing and communications to promote the app
• Setup events to celebrate milestones
• Record a video that showcases the value of the app
• Setup support channels • Get trained and connected with
ServiceNow Learning and the ServiceNow Community
• Make it easy for users to submit reviews (within the app, or via App Store)
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STEP 5Measure 5
Productivity Activity Experience
• Inquiries done via self-service• Task completion %• Time savings
• Monthly active users• Number of sessions
• Employee satisfaction rating• Employee quotes• eNPS scores
10 © 2019 ServiceNow, Inc. All Rights Reserved.
Open Now® Mobile icon on your phone.
At the bottom, click the link “Try with a demo account”
You’ll be logged into our demo as Kerry, a customer service Manager.
Activate Now Mobile today!
Download the apphttps://apps.apple.com/us/app/now-mobile/id1469616608
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