Exploring UXR at ServiceNow: Enhancing AI Control and ServiceNow University

In this episode, we delve into the realm of User Experience Research (UXR) at ServiceNow with guests Jesse Livingston, Eric Liu, and Tori Morrison. Eric Liu discusses the advancements and challenges in AI governance and the development of AI Control Tower to help companies manage their AI assets responsibly. Tori Morrison introduces ServiceNow University and its focused approach on enabling users to develop specific skills through personalized learning pathways and innovative tools like conversational AI chat. The episode highlights ServiceNow's commitment to integrating customer feedback into product development and providing robust learning resources to enhance user experiences.

For more information, please read Anand Tharanathan's Article: https://www.servicenow.com/community/in-other-news/how-customer-insights-shaped-servicenow-university-and-ai/ba-p/3317295

And to check out the Product Lab: https://servicenowproductlab.com/

On this episode -

Eric Liu: Sr. Staff UX Researcher, AI/ML
Tori Morrison: Senior UX Researcher
Jesse Livingston: Research Communication Manager
Bobby Brill: Host

00:00 Introduction to the Podcast and Guests

00:27 Understanding User Experience Research (UXR)

02:32 Introducing Eric Leo and AI Control Tower

06:44 Challenges and Solutions in AI Governance

12:23 ServiceNow University: Empowering Users

17:40 Personalization and Gamification in Learning

22:42 Conclusion and Further Resources

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community: https://community.servicenow.com/community

For general information about ServiceNow, visit: http://www.servicenow.com