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

Download the Apphttps://play.google.com/store/apps/details?id=com.servicenow.requestor&hl=en_US

Download instructionsNow® Mobile Try it yourself!

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