[Music] [Applause] [Music] n [Music] [Music] [Music] [Music] [Applause] [Music] awesome hi everyone very warm welcome to the first employee Center Academy of 2024 I was monitoring the chat I hope you're all staying warm um it's pretty cold uh here in um Santa Clara California I hope you are all like tucked in and and staying warm while listening to this Academy session um my name is Puja Gupta I'm your host for this session today I'm a senior manager of outbound product management within the unified employee experience product Suite within service now let me give you a little bit more context or introduction to employee Center Academy I know many of you on the call today may be joining us for the first time and I want to extend you really warm greetings for that um employ Center Academy is a series of monthly events that is hosted by the product team and essentially what we do in these monthly events is we Deep dive in into certain capabilities or we deep dive into certain um challenges or barriers that you face as you are deploying and scaling and getting value from your employee Center uh portal you can get see a preview of the kind of topics that we have done in past on the green box on the right and you can access all the upcoming and past sessions via community via the link shared on the screen we will also be sharing this on chat and I um um these sessions are super helpful um that's why we make the recordings for this available on YouTube so don't worry about taking notes just listen in today and you can go back and review this on YouTube later on now a few ground rules for this Academy now these sessions are essentially for you to ask your questions and interact we bring in experts from service now um um through in all these sessions and this is your time with them to ask your questions and interact so please make good use of this session to make sure your voice is heard how do you do that we have two options one is the Q&A panel one is the chat reserve the Q&A panel for all your questions we have a strong set of panelists who will be who will be helping us on this event and they will be monitoring the Q&A panel for questions if you have uh comments you want to chat with your fellow participants use the chat panel for that um yeah and I I love to see the chat being super active so please do use that but keep your questions in the Q&A panel and like I said the recording for this will be available the slides for this will also be available on community in fact we even make the questions that are being asked uh shared via community so I would highly recommend you to like go back on community um and uh review view the event page to see all the information about the event today um kind of surfaced up back on that Community last but not the least I want to highlight like this is a monthly series is what I said and uh once you register for it you register for all of these that's a good thing uh so expect to have another session in your calendar for next month let's talk about what we will be covering today so the topic for today is organizational change management and this is one of the most important factors in driving adoption so we will do we will Deep dive into what what are the key elements of driving adoption I'll doubleclick into organizational change management with a now and now story so I actually have two presenters two experts from um from the digital technology um experience team within service now this is our in-house portal export team um and uh they I I will not you know say spend too much time introducing them because they will do that um Padma and dipika thank you so much for joining Padma you want to say hi and dipika then you can just follow on and introduce yourself sure hello everyone I'm Padma jinka I'm product manager an employee experience team and our job is to create aha moments for our employees yeah I'm excited to talk and share our learnings today hello everyone uh this is dupa I lead the my service now product management team internally in service now my service now is our internal employee portal as well as mobile experiences a very fulfilling 2024 to all of you we can still say happy new year right we are just middle of January we were just discussing before the uh the webinar started so looking forward to interacting with all of you today awesome thank you Thea um and I want to set one more rule um please limit your questions for uh the session today on this topic um we want to hear more on the my service now story and and learn from how they drive adoption within so Thea I'll hand it over to you to just give us an introduction to driving adoption and and uh Deep dive into what does it really mean to activate change absolutely so the adoption it actually all starts with zeroing in on the right user problems to solve so being part of the product team we make sure that we are keeping our eyes and ears open we are super aligned with what our users are feeling what are their pain points and it might come to us in various feedback forms be be it our employee satisfaction survey comments be the direct feedback on our channels or anecdotal feedbacks or employee voice surveys the there are various forums from where we hear what our users are saying at the same time we partner very closely with our user experience and research teams to go and really double click on certain you know symptoms that we are seeing overall in the user population but it it all just boils down to have we identified the correct problem to solve so if we have done that like in my head half of the battle is won once we have identified the problem we go back and really double tip triple confirm with our users that yes this is truly the right problem we are going in the right direction we are investing our resources in the right problem to solve and once that's done then it moves over to really how to solve it and then even the how part the solutioning part it is very important to keep our users point of view in mind my service now or employee Center being that horizontal layer where uh featur uh services and content is hosted by multiple uh stakeholders be it our it teams be it our Communications team or legal Finance we it's a horizontal platform where all corporate functions host their services host their content and our goal and aim is to make it as an integrated layer it's very important that we also keep that user point of view in mind rather than getting lost with what all our stakeholders are asking and trying to do absolutely we are looking at what business uh NE uh value we are trying to drive but at the same time it needs to solve user pain points so when we are creating the solution for that problem we really go back and check with our users and look at really uh the wireframes the designs that all that's resonating with the users our uh our designs or our Solutions are intuitive enough so when we have reached that point that we are really confident our Solutions are intuitive then then we get into that enablement that activ ation that organization change management and for our users who are already using the product organic growth happens like our segments that are already using employee Center are portal and mobile experiences we launch a new intuitive feature yes they they see value and then they adopt it but if we need to acquire a SE segment that's not on our platform is not on employee Center yet then that then we really activate our inorganic value stream here we partner with organization change management our Global Communications team and we really look at what is the release or what is the feature we are trying to deploy and which segment like if we are going after our new hire Persona we really make sure that we partner with our new hire orientation team it's in in our HR space there are dedicated teams working to make sure the new hire experiences are great if we are really targeting a sales feature we work with our sales enablement team we work with an organizational change management team and it also depends on again the user segment what type of Creative Marketing would work right leadership alignment needs to happen because when you're going to the user it's a proven fact that top down helps so if you're really driving value and our users hear it from their leaders or from certain influential uh stakeholders they will at least try it out once so we look at various ways on how can we activate that change ecosystem alignment also needs to happen then we look at digital enablement like while they are in the platform how do we really uh you know highlight the new key features if they are working in our collaboration environment like maybe currently we use Microsoft teams how can we highlight certain key features there if they are in office can we use digital signage so this is all these are all different type of methods that we use for inorganic adoption so and once we feel like okay we have done enough like both from an organic standpoint and inorganic I standpoint like we have taken like a month or two have run our campaigns top down communication has happened postlaunch campaigns we have done then we go back and measure measurement is really really important at various levels so all the feature or the release that you are going after it you need to really Define what success looks like for this release or for this product feature adoption and you go back and you measure it so it's analytics is really a foundational layer in overall organization change management as well as Activation so once you have that um you measure it so that's all about like overall adoption being the outcome of all the good work that the product and the engineering team does um I I'll quickly want to take you over uh a plan um Pua if you can move to the next slide like what does the change plan look like like how do we really start from assessing the change and we work we we include our organiz ization change management start right from start so when I say V I mean product team we we include we really take them through that this is the P paino we are trying to resolve this is our current state this is the future state where we are trying to go and a very important activity in the initial change assessment is identifying the right stakeholders again because employee Center is so horizontal we need to truly identify who are the impacted stakeholders we need to get their Buy in we need to get their alignment and at the same time need to ident identify the detractors if any like if you're trying to move this and the the way of working is changing for certain uh segment of the population or stakeholder how do we influence them how do we bring them on board so that when that's done we have identified the stakeholder then next step is really leadership alignment like how do we align and it's all driven by business value if you are you have the right business value people will lap up the change yes so they feel like yes this is going to materially improve uh the way our employees work it will bring them productivity it will uh it will improve connectivity of the employees that would resonate so once we have got leadership alignment then we create a communication plan cascading down information about the change through in various forums as I mentioned it can be our Communications um tools it can be a collaboration tune you might use your digital signage you might use your digital adoption platforms working closely with different stakeholders then you execute on that plan and once that plan is executed you make sure you assess like how many of your targeted user are aware of the change how many of them are adopting it if required you will double down on further training and post change communication and then you'll keep on measuring so that's that's how you overall build the change plan and deliverables uh and if any specific questions we can take it out uh later with that I'll hand over to Padma thank you Thea now um just to just to paraphrase um there were three things that we spoke about that the paa spoke about one was making sure you have the right product so you're solving for the right needs second was activating the change and you saw a whole change plan for that which is done in tandem with the change management team in your organization um so if if you don't have one maybe the change plan that the Pika Shar could be used as a starting point but typically you would see it's a big change for organization so you should be working with a change management expert within your organization and last but not the least the also spoke about uh measuring success and um and the impact of change um and you know whether people are actually adopting uh or not so you kind of need to have the right metrics in place for that too now we will here all of this come to life with a story on how service now launched the my service now portal and is driving adoption of that portal within service now um this is both Padma and Jena Padma and dipika's baby so I will let Padma uh describe the story and and take you on that Journey Padma over to you sure uh let me take the screen P okay hope you can see my screen yes all good all good okay so well so mid of last year we have launched a my service now so I'll be covering like you know really deep diving into what this change really mean to our employees how we you know uh dealt with this change and able to successfully Drive the adoption with this change okay before that a quick intro of what is my service now my service now is service now employee Center or employee portal it's a go-to place for all our employee needs be it finding information getting help or completing their day-to-day task not discovering new people and engaging with them grow themselves in their career upskilling reskilling or staying up to date on the company news and the priorities I would say in a single line This is a One-Stop shop for anything an employee needs whatever the phase they are in the entire life cycle of an employee it starts from the day of onboarding yeah a little more introduction about you know uh my employee experience in my service now so we offer employee experience on multiple channels what we learned from our employees is it's not uh something you know one size fits all our engineering team they prefer to have a portal always accessible you know through a default web page on their browsers whereas our sales or solution Consulting who is always traveling they prefer to have something that is accessible on the go on their finger trips that is why we found that my service now is all about creating that unified and true multi- Channel experiences and meeting our employees where they are with that I'll move to our rebranding story first of all why did we you know this is a big change right why did we do that so we wanted to create a brand identity that our employees love and that can you know a corporate brand ID entity that uh our employees can easily resonate with increase the credibility and make it as a goto place for Learning and you know the growth opportunities and finally we wanted to promote product adoption as part of this rebranding we had to make multiple product changes uh so let me talk about them first first on the portal it is a you know we we introduced a a new vanity URL my. servicenow.com and routed the entire traffic to this URL this change is little subtle in a way given that you know all the existing URLs will also continue to work when user clicks on the existing URL we'll be silently redirecting to the new new URL but whereas it comes to the mobile you use the mobile publishing feature to you know launch our custom version of noob mile app with new name and icon and we made this available to all you know in the App Store so that our employees can easily download so when you go now to the App Store you'll find my service now and now mobile two different applications my service now is for our employees whereas you know non mobile is for all our customers the here the impact is Big given that you know the employees are expected to download the new mobile app and their existing app will not work anymore they'll stop receiving the push notifications on the old app and this is going to have a bigger you know the business impact if you're are not driving the change correctly right sounds like a big change right let me take a pause here answer any questions related to you know uh what we have done in the product before I move on and talk about how we enable this transformation um thanks swma the I think one thing that we should clarify is um um like the screens may have a little bit of custom widgets and that's because um internally we do use the my portal the my service now portal as our field of experimentation and to show the art of possible so um I did see a question on some of the widgets that they are seeing you may see them to be different from what is available out of box and that is to be expected in this portal yeah thank you Padma okay okay with that let's move on and talk about uh how we dealt with the change management okay when we talk about rebranding we did not really you know limit to only just name change we tied up with bunch of you know product improvements to deliver that value to the end our employees we optimize the performance through CD and implementation we harmonize The Experience across mobile and portal and really position my service now you know uh to access my service now mobile and portals are just a means and uh the features The Experience doesn't really you know change between these two channels we replaced solar with powerful AI search and we took this as an opportunity to reposition and reinforce the overall value proportion of my service now uh as part of this change we part partnered with bunch of stakeholders we partnered with content Champs to update the URL and you know uh the URL references the names in all the collaterals starting from new hire you know the KB articles wherever there is anything related to employee portal or no mobile we made sure that we have updated all those collaterals we updated the manage managed bookmark so that when where employee go to the browser bookmarks they'll see all you know the new change uh reflected over there we created multiple forums to communicate this change to our employees we used you know inapp as well as other forums to inform about this change we created attention screens on the mobile you know to bring awareness about the launch date and the action required by the employee we send push notification in advance a week advance of the change and you know we used model pop up to communicate about this change we partnered with leadership you know to Cascade this information and bring awareness we enabled L1 support and as well as the wiel support team to enable and bring Awareness on why we are making this change first of all you know what is the impact what does it mean to them and what is the required action from them among all the VPS and EO and also ensuring that you know their systems are all set up for this change so these leaders will in a way you know indirectly influence their all the direct and indirect reporter and uh will endorse the change so they act as a key player in the overall change management so we ran multiple awareness programs you know such as publishing screen savers digital signages in all the public spaces of office and made sure that we provided you know all the easy ways for employees to download the new app app and learn about this change we provided a QR code you know so that they can easily scan the QR code and download the mobile app without hassle this is all what we have done on the change now coming to you know how we monitored so we closely monitored all the issues reported and how the adoption is progressing across you know various group if in any way you know group if the adoption is low what we have done is we launched a targeted campaigns to make sure that you know the change is reaching to their years and they are taking the action required with all this effort we are able to you know Drive the adoption of new mobile app by 40% in the first month which is like you know 10,000 of our employees downloaded we Baseline at 25% so 40% is definitely a big win for us okay then uh before I move on to you know this is all one time right whatever I spoke so far it is all rebranding is a onetime effort so but when it comes to driving adoption it has to be a continuous process so before I delve into the details of you know what are the strategies that we use on a regular basis in order to drive adoption any questions on you know how we dealt with rebranding yeah I'm seeing a lot of questions Padma but the questions are right now more focused on understanding the landscape so um um so maybe I can just clarify a couple of things so the now mobile app that you see over here is for employees it is similar to um the the now mobile application that is available for um all customers um out of box um and it's and the outof Box experience is also designed to be for employees use and uh is tied with employee Center um so but my most questions that were coming were around uh like uh the change that uh was happening from a mobile standpoint So based on what I understand it was essentially a rebranding of mobile but they had to redownload the app correct that's right so as part of this we used a mobile publishing feature it is basically you know you are launching a new client without any change on the server side awesome thanks for clarifying that Padma yeah I'm not seeing too many questions around uh the change management aspect of it like you know the actions but uh those on the call if you have any questions around how we are managing the change or any questions on on the steps that we took to activate the change please do ask your questions let's keep going Padma thank you Puja okay so no matter how much excitement we have created with my service Now launch we feel you know this is a continuous effort and it has to be consistent as part of our day-to-day strategy so I'll talk about you know the different techniques that we find effective in driving adoption organically the first one is you know unless whatever the great feature we launch unless user is aware of that feature and the value addition of that feature they will not adopt for that so what we do for that is you know we use inapp as a channel to inform what's new let me share like what is that what's new experience so what's new is all about bringing awareness of newly launched features and as well as generating excitement for upcoming Innovations for that what we built is a product updates page this page is a centralized you know uh for all the product updates featuring both what's new as well as what's coming soon it provides an overview of all newly launched features showcasing the value and the benefits in userfriendly language so when I say user friendly language it really you know showcases the value and the benefit for the end user uh we update this page on a monthly Cadence compiling the list of all features released in that month Whenever there is a new post available on this page what we use is we also communicate you know uh using a model popup highlighting some major features released in that month with a deep link to this product updates page additionally user can also access what's new page from a menu link that is I know always available on the portal or from the mobile app so this is one of the technique that we use and M to the next one so uh if we are launching something of a complex feature or a new new workflow we use interactive walkthroughs so these interactive walkthroughs really help you know providing a step toep guide and educating them how to use the feature and discover the feature by themselves let me share one example on the ux like how we have dealt you know with interactive walkthroughs so this is the recent example um we mve to out of the box feature manager hub from our custom version so when we are launching this what since manager Hub is bundled with plenty of features we felt interactive walkthrough is the right way to enable the user on this you know the overall uh manager Hub so uh we use interactive walkthroughs talking about different tabs you know the features what is the value addition how they can use them all to educate and also familiarize the user with this UI moving on to the third strategy gamification gamification is all about you know uh using gaming elements in non noname environment so what we used is this is a powerful tool in order to increase adoption and engagement it is to incentivize our employees you know other way to use gamification is really to incentivize our employees to complete mandatory trainings ACC complement trainings where it requires you know slightly push they they are not really motivated to do all by themselves it needs some extrinsic you know uh influence to in order to complete them we are you know uh we are still piloting and we are quite early in this journey we have used gamification in two areas m is on the maintaining the security health where employees are slightly little motivated and the next is uh you know Kudos leaderboard so basically here in the Kudos leaderboard we wanted to encourage employee recognition and we wanted our employees to celebrate you know other success and for that we introduced Kudos leadership uh Kudos leader board where employees are now recognized per Performing well and as well as appreciating and shouting out for other success this is you know creating a friendly competition where they can come out and se you know where they are uh on the leadership board and uh as well as try to compete against the players in this board okay and the fourth technique that I would say is you know uh what we learned from our study is not all our uh user needs or groups have the same interest and the needs so it is essential to to build a targeted messaging by focusing on the features and the benefits that truly resonate with their specific needs and interest for example you know let me take couple of user groups that we focus uh in with you know my service now new High new hire for them it is all to emphasis on this is a place to go to complete their onboarding task or familiarize themselves with policies you know systems people company culture the values that is what they care at that point point of the time so emphasizing on that and you know establishing my service now as a good to place really plays a great role and the next Persona that we target is the people manager so for them instead of generically highlighting all the capabilities of my service no we highlight you know the approval Center a unified place for them to go and manage all their approvals or the manager Hub so you know manager Hub is a good to place to find all the resources required to successfully manage their team so that is how we position for people manager let me take another example uh for sales we position mobile Force because by Nature they're always traveling for them more than the portal mobile exites so we talk in the language of them saying like Okay uh we have launched features with a mobile first approach really positioning and targeting that specific user group and uh this is a great technique what we missed today is like know uh we do really a great job in enabling and trying to you know set up things for the end user but the area that I wanted to focus is how important it is to train and create Champions within the internal you know the team who can facilitate this change as well as and in know endorse so we conduct multiple training sessions to increase the depth and breadth of knowledge let me take an example you know what I mean by this so given that my service no is a horizontal layer and there are multiple corporate functions you know that hold their features on the content it is super important if we are introducing anything a horizontal feature we ensure that all the internal stakeholders are enabled with the change and the feature so that they adopt ultimately you know the success of this feature will rely on both adopting adoption of the stakeholders as well as the end user hope this makes sense and the last one that I wanted to call out is push notifications we use push notifications to keep the user informed on an important update or the task and uh the know push notifications again can do wonders in Enterprise world as they do with consumer World in order to grab attention and keep you know users coming back to the app but the key that I wanted to highlight here is do not overburden the user with irrelevant notifications or notifications that are unimportant to them at that point of time so this is key to use this strategy as a you know a key driver for adoption if you're going to bombard the user with irrelevant notification it might slightly backfire that user might you know lose interest in the application and turn off then push notifications all together make sure that whenever you are using push notification as a strategy to drive adoption that the push notifications are of high quality and really getting the user attention so these are the techniques that I wanted to share any any questions yes Padma the the Q&A panel has been buzzing okay let's do that yeah so I'll I'll um lot of questions on how we created the experiences that you walked through so we can go through that but before then I wanted to to pick up another question the question is how did you manage the different departmental stakeholders during the roll out how did you prioritize whose messages would appear in what's new where all the departments on board how did you build this united front end so that's exactly like honing into number five and also talking about how you are essentially creating like you know that front-end experience and working through them not just for enabling them but working with them continuously let me let me just take that yeah so we can talk about this specific example but I just want to ground everybody anybody any implementation team or product team working on employee Center would be resonating with this challenge because we work with multiple stakeholders and every stakeholder have their own priorities needs so it's not just a change management problem it's an overall prioritization problem when when you even pick up features to prioritize and and go in and it might go in from my widget needs to stay on top or the other vidget needs to go in down why I have to take double click for my feature so it really helps if you have a governance structure in place both for Content governance as well as overall we have a steerco that the steering committee that has rep representation from all of our corporate functions be it Finance HR legal Communications and the employee Center is so we we own the platform and the experience overall but we do work with all of these stakeholders where we show them the road map how we are looking at all from user angle like it is not a stakeholder angle it's very important to put that user cap on so that helps having a ride model really that we what are the teams who are giving input but who's responsible and who's accountable for making that change establishing that governance and St C really helps and then in our day-to-day content governance I heard like which campaign would go where so so there we have made our internal employee Communications team as the as the decision maker where they look at overall company Communications they we it's a very important strategy internally that we don't overwhelm our employees because we keep on hearing in employee voice surveys that it's too much information too many places to go so it's a very intentional effort that we have set like any campaign that we see on my service now that are really managed by our Global Communications team the requests come from all different departments and then we look at it is is it the right time for this target audience to show this communication and we manage through that and Padma please chime in so yeah yeah I think you all covered let me go through you know one example on how we dealt with wats new which is a horizontal feature we wanted each and every team to come and you know publish their feature under what's new oh okay so again uh as the paa mentioned we always wanted to put the user hat and position something as you know what really matters to the end user so the way we have you know created what's new page is also the intake form captures all the details is this a major change how how impactful it it is how many you know uh what is the targeted audience what is the value in terms of the magnitude that we are offering to so all these parameters really you know uh control what feature is going to appear at the top versus the bottom so we wanted the feature that has the Maximum Impact to the you know a large group of audience at the top whereas the the least impacted one at the bottom yeah so with that I'll yeah I think we any more questions Puja that we can take yeah no this was a good one so thank you the and Padma for chiming in on that um could we go back to what's new so there were some questions coming in on how that experience can be built out of box or like you know what is what is being used um um so I'm Padma you can Padma Dipa you can chime in but out of box this experience can be created using the content communication widgets that are available with content publishing um and the the menu link that you see um is something that you can again create it's like a separate page that you are creating adding all the um Rich content widget or any of the other content publishing widgets to create the page experience and that page can then be you added as a menu item and right aligned with our new Mega menu configuration options that were shipped in our last release um and then the popup I believe is a standard popup that we have with service portal correct Padma you can like you know expand on that if um if if you're using something else yeah we using a mix of stuff so like both um like a standard popup that's part of the through service portal or through now platform UI we can do a popup but we also sometimes use walkme as our digital adoption platform too but on mobile we are using our push notifications as well as our uh uh the other mobile popups like in the last release on mobile platform we have mobile popup feature that can be used for our uh digital adoption on mobile but on web we use a mix so yeah like I said for guided tours is also a possibility uh yes yeah that brings me to that question on the next the tools that Padma the screen that you popped up so people were also asking what is being used for that um if you would just go to the interactive walkthroughs slide yeah so I believe you are using uh something around walkme for this but uh this experience can be generated using guided tools and we will share the link to guided tools shortly on chat um but this experience can be created using guided tools yes so we are working to standardize the overall digital option enablement across and yeah so it's right now in overall organization there are multiple things being used so we are working to standardize using our own platform guided to us as well as now platform popups awesome um and then let me just double check if you're missing any other question and then someone was asking the push notifications if that is available only on mobile or do you also do it on Portal and what is out of box so um I know out of box we have it for mobile and we are we don't have it currently for portal um anything that you want to add to that uh Thea Padma yeah as uh you know Puja mentioned we have we are using push notifications that is available out of the box for Mobile on the portal we have created a notification center a basically inapp experience that provides or you know um a feed of all the notifications so that's a custom create ated feature at this point of time uh yeah I I know for sure that is in the product road map thank you maybe one thing that I like to add this is Rohan uh we do also support some other notifications like the MS teams if that's where your question was uh so outside the portal there are Ms teams kind of modifications and alls that we also see Plus email is the other channel as well yep thanks for that call out Rohan yes we do have notifications across channel so you have MS teams notification we have email notifications that can be sent for Content being pushed on the uh portal and we also have SMS notifications if you have that integration built in so um like we don't have a Consolidated notification on Portal yet but there's a lot of different things that you could try out with notifications um one more question before we proceed um someone was asking if um um would like how customized would you say the current experience of my service now is and if you want to just comment on like you know um where where do you see it going forward to be yeah so the current experience it's based out of employee Center Pro so it's looking a bit different because we have implemented our own internal branding our colors look and feel all of that this is all CSS work that you would see but the features majority of the features are available out of the box uh in EC Pro and where we are going is all orchestration automation gen like we like I'm talking about our internal road map so any use case that we look at we are the the lens we are putting is how do we how do we enable prod activity so with my service now being that front door into all of our digital applications for all employee personas for whatever role they play as we say it's a One-Stop shop so we are looking at how do we harmonize this experience across mobile and web making mobile as our key Channel as well as at the same time bringing in like we have three or four uh themes for the year one is really improving our search experience making it you we even out of the box we have gen enabled now assist enabled so how can now assist help our employees have more more productive work life then we are looking at truly um a connected experience um framework where all of our active items our to-dos your approvals and everything this is across all Enterprise applications like currently out of the box we have workday integration I think we have launching conquer too so similarly we have internally done for our sales systems like our crms Microsoft Dynamics we have integrated we have integrated with our financial systems so as a people manager we have one place to do all my approvals as a fulfiller I have one place to do all my tasks as a regular employee I have one place to get to all my learnings I need more uh you know machine learning driven recommendations the system needs to be more intelligent to understand me and to give me the right content recommendations and the fourth is really connections like with content experience out of the box we are we are right now working to adopt news centralized events how do we bring in celebration experience on my service now so that's what our internal road map looks like um thank you DPA that's very helpful and now the questions are coming towards what analytics we are using so Padma I will hand it back to you and let you carry forward sure that is a timely question um okay so with that I'll move on to the you know the key step in overall driving adoption which is to measure like how do we it is really important to have the right tool in place to measure the adoption and analyze the areas where it requires push or where we are really doing well so we use our out of the box tool user experience analytics to measure our adoption the key metrics that we use are you know uh the kpis that we look for the total active users we look at monthly active users you know daily active users weekly and we also see what is the uh month to month the new users adopting our uh platform then we also look at the average session time how it is progressing on you know on a quite regular basis we as a team come together look at uh uh how we are doing on the overall no my service no adop option on the engagement so this tool will provide a holistic you know uh view of what is what are the highly adopted features it is not just at overall the product level but we can also register events custom events on top of the out of the box available features to track the adoption at the feature level or even at the page level so we can track like you know what are the features that are being highly adopted or engaged versus the features you know that are not really doing well uh we can also really deep dive into the user journey and see where is the friction point you know blocking really the adoption or the engagement for that specific feature so this is the tool that we use yeah I greatly encourage you guys to go and explore this tool and uh yeah make best use of it with that uh I'll pass it on to Puja to cover key takeaways from this session thank you Padma um so just to summarize everything that we've been hearing and we'll take questions more um I want to go back to what the Pika was saying in the beginning like everything starts by making sure you have the right product that solves for the right user need so you have to think about why that change is being made in case of my service now story they had a clear value proposition of why they are going through this whole rebranding exercise of making it uh my service now something that they could measure and something that they that would resonate with their stakeholders and then once they had that they had the right product they knew what they're trying to solve for then it comes down to driving activation of that change with a systematic change management approach so the systematic part is essentially what again Thea was talking about with a robas change management plan that starts with um with leadership alignment and everything that you were doing um with your leaders and then continues with um with a lot of reinforcement with um uh again continuous communication engagement input um and then lastly with measuring and sustaining that and then Padma was kind of winding up with uh the whole point of having the right metrics to evaluate adoption now we didn't dwell super deep in the how part of like what exact metrics CU it depends on what really you are measuring um but the user experience Analytics tool is super powerful to help you understand literally the user behavior on the portal or any other thing that you're using user experience analytics for um it can also be used for mobile um someone was asking if they have more than two portals can we use it for both yes you can um you can even do page level analytics on it and go so on so um super powerful tool now um Padma if you can just go to the next slide um I want to make sure people are aware um this discussion doesn't have to end today um we have a very active Community product Hub I encourage you to continue posting your questions over there review questions that have been posted over there and get answers we we will also pick up all of the questions that have not been asked uh sorry answered in this session and we will post an Fu around the of like on this session again on community so I definitely encourage you to go there I see a lot of questions around uh technical implementation of different facials whether it is Mega menu AI search or any of those um um or even manager Hub I would suggest attending the employee Center deployment office hour the is again a monthly session but one that doesn't come with a presentation and it is completely focused on answering your questions so it's literally a Q&A panel so um please attend that um it is every last Tuesday of a month it is coming soon it's on January 30th if you're focused on Communications we also have u a Communications office hour which is again a monthly we like literally have a uh like many members of our engineering and product team attend so we can take your questions and answer those it's a great learning exercise for us also because we are learning from your experiences and seeing what gaps we can help close there were questions around road map whether we have changes coming in on XYZ or whatever we have a road map webinar that is done every quarter that talks about what is about to come in the next release so again something that I would say look out for um we do I think uh we are among the few product teams and service now who are literally sharing the road map months in advance so um I would suggest you to join this webinar um it's a really cool way to plan your deployment and make sure you are not customizing for things that would be available out of box pretty soon and then last but not the least today was an exciting session we heard from our customer zero which is service now Within we call it now and now and and how they drive um like portal adoption what their portal looks like what are the strategies they are using to get users more engaged on the portal um we actually do this with many of our other customers as well and that's the last event that you see on the bottom right it's the customer employee Center customer show Andel webinars so we will have one of our esteemed um customers join us talk about how they implemented what they implemented what their governance look like how did they build their taxonomy and so on and answer your questions and share their experiences so really good way to get help so I definitely encourage you to take advantage of this and before I pause and take any additional questions one more slide PMA if you just go um thank you um I do want to thank you all for attending this Academy session and I want to remind you that this is a monthly session and we'll be back again next month and next month we will be talking about integrated experience and service feedback which is really tied with what we spoke about today and is a new capability that is coming in February it is essentially how you can capture in the moment feedback from users across different pages and all the services that they are requesting ing um and trying to access via the portal so um it will be a very cool session we will Deep dive into the new technical capability and answer your questions around this with that thank you and those who want to stay on for a couple more minutes while we answer the questions in the Q&A panel you are more than welcome to otherwise have a great rest of your day thank you