The Task
ServiceNow and specifically Now Learning have hundreds of features and products, which overtime has created thousands of courses, accreditations, and certifications to maintain, update, and manage for over one million users and 8,000 customers. This does not include ServiceNow Community, support, partners and other business orgs which all needed to have a standardized badging system. I was tasked with creating the system which had previously been attempted by a design studio but was abandoned due to cost and time concerns.
The solution
Build a future forward badging system that is not only in-line with our competitors, brand, and goals but has future flexibility for campaigns such as gamification and localization.
Course Badges
With over 1,200 course badges and on average 6 new courses a week, maintaining and upgrading for badges that were anywhere from 1 to 10 years old was a challenge.
Credential Badges
Sales, Pre-Sales, HR, Specialist, Certifications, Master Programs and beyond all fell under the Credential Badge category. These highest achieving badges had a unique look and feel and are shared commonly on social media for new Certified Master Architects and Technicians.
Community Badges
The ServiceNow Community org is one of the purest, grass root developer orgs in the world, with support from nearly every country and countless hours and pages of contributions. These badges merged with existing styles as well as refining what we recognized about our community.
Badge Specs
All badges stayed on brand while being engaging and accessible. With some titles of courses and content being over 12 words long and with the need to translate/utilize different features such as years, partners and localization, there were a lot of factors to account for.
Recognition
Certificates and achievements are one of the final endpoints for badges and there was a strong need to bring a cohesive look to “homemade” badges and certificates shared across ServiceNow learners.
Beyond Digital
There is a lot of merch at ServiceNow, particularly with the expert programs. These badges had to be flexible enough to adapt to screen printing, pins, embroidery etc.
The Need
A new way to engage current learners as well as bring in those from our RiseUp marketing campaign into Now Learning. ServiceNow is a low-code, easy-to-use platform, but getting started is always the most difficult part. Career Journeys visualized a path with UI, while quantifying engaging customers with an easy way for employees to jumpstart their ServiceNow education.
The solution
A new series of collector pages working with .COM to enhance our learner's experience, while still making content fun and engaging, working towards Knowledge 2023, ServiceNow's biggest success to date in terms of attendance and engagement.
Real People
I worked with marketing, .COM, brand and many other orgs within ServiceNow to build a strong experience using cohesive, yet authentic imagery that related to learners new and old.
Hexagon Grid
The backbone of the Career Journeys program is a hexagon grid path that learners can engage, track progress, and compare with others. It is both a visual roadmap and a easy to approach list of courses, activities, podcasts, videos, and of course Certifications to build the builders of apps all over the world.
Knowledge 2023
With a timeline of just under 3months from concept to development, the Career Journeys booth was the most engaged with activity at Knowledge 2023, and over 200,000 people signed up within the first two weeks of launch. 325,000 people complete a course every year on Now Learning, so this was a huge influx of net-new learners.
Reorg of Navigation
We rethought how people navigate our site by listening to learners from all over the world, aligning with brand on a new design system, and building a “journey-first” approach to allow new learners to discover career journeys with onboarding activities and quick gamification-based rewards.
Keep it social
ServiceNow is still going strong with RiseUp and career journeys, engaging with users on social and adding new Journeys, courses, certifications and tools to help partners and learners get the most out of the Now Learning Experience.
