The challenge: The cloud-based solutions provider asked Tendo to help identify opportunities to improve the user experience and findability of key information, extend and update the docs.servicenow.com content structure, and integrate product content to drive a more comprehensive content experience.

The solution: Tendo’s process included the following tasks:

• Research deep-dive (personas, user research, onsite search logs, customer service call data, analytics, etc.)
• Current state analysis of front-end and back-end (SEO, UX, IA, navigation, metadata, taxonomy, etc.)
• Competitive/comparative review
• Stakeholder survey, interviews, and workshops
• Card sort exercise to inform IA and foundational taxonomy
• Identification of top tasks, or jobs to be done (JTBD), plus key content integration points and gaps
• Task flow mapping based on top JTBD