The home of your ServiceNow partnership

CASE STUDY 01

The home of your ServiceNow partnership

I rebuilt the information architecture and homepage of the ServiceNow Partner Portal, cutting the portal's highest-traffic tasks from three clicks to one for 2,700 partners.

Role: Product designer, IA and homepage
Team: UX research, engineering, creative, partner engagement
Timeline: 5 months, shipped Sept 25, 2026
Tools: Figma, HTML/CSS, ContentSquare

3 → 1Clicks for timecards and deal registration, 10,500 sessions a quarter

7 → 4Top-level sections, organized around partner intent

2,700Partners on the shipped redesign

30Stakeholders across 13 teams aligned on the work

Problem

Partners came to get things done, and the portal was built for browsing. In testing, partners completed only 37% of core tasks against a ~78% industry benchmark. All ten of the most-visited pages sat three levels deep.

57% of visits were transactional, and 80 of 100 tracked sessions opened with a click on a task. Yet the homepage led with promotional cards, and deal registration sat below the fold.

Before: the universal ServiceNow navigation (MyNow, Products, Industries, Learning, Support, Partners, Company) stacked above the partner navigation (Programs, Readiness, Events, Marketing, Resources, Admin, Get Help). — Two navigations with overlapping labels. Tasks that required choosing between them scored 5–55% in testing. One navigation now owns every task.

After: one navigation with Home, My Partnership, Register, Resources and Grow. — Two navigations with overlapping labels. Tasks that required choosing between them scored 5–55% in testing. One navigation now owns every task.

My role

I owned the IA proposal and the end-to-end homepage design across desktop, tablet and mobile. I worked with a staff UX researcher, an engineer, our creative director and the director of partner engagement, and presented the work to 30 stakeholders across 13 teams.

Process

One navigation instead of two

Labels like Learning, Products and Resources appeared in both the universal ServiceNow nav and the partner nav. Relabeling can't fix that, because the labels will always compete. I proposed reducing the universal nav to a utility strip inside the authenticated portal.

Seven sections to four, three content doors to one

Programs alone carried 40,890 sessions across ten unrelated tasks, from deal registration to incentives. Readiness, Resources and Products all promised content with no boundary between them. I restructured around partner intent instead of internal program structure: My Partnership, Register, Resources and Grow. Resources absorbed all three content surfaces into one filtered destination.

Solution

A queue, not a billboard

An action center puts the four highest-volume tasks one click from entry. An open-items list surfaces what each partner actually owes: timecards, deal registration requests, expiring credentials and attestations.

The hero stayed, because GPC needs a place to launch new pages like AI Control Tower. I argued it down from a rotating carousel to three static cards: a rotator promotes one page and buries two.

The old Partner Portal homepage: two navigations, promotional banners, a recommended-learning panel and empty deal and deployment registration panels far down the page. — Before: promotions first, tasks buried. After: one navigation, three static cards and an action center with the four top tasks, followed by each partner's open items.

The shipped homepage: one navigation, a hero with a Visit action center link, three static What's new cards, the action center, an open-items list and a credentials module. — Before: promotions first, tasks buried. After: one navigation, three static cards and an action center with the four top tasks, followed by each partner's open items.

The shipped, hero-led homepage. — The alternative I argued for, with every task above the fold and no hero, beside the version that shipped.

The task-first alternative: a welcome line, four task buttons and open items at the top, with credentials and What's new below and no hero. — The alternative I argued for, with every task above the fold and no hero, beside the version that shipped.

Mobile homepage, top: the hero with Visit ServiceNow University and Visit action center links, then What's new. — Mobile. The hero's action center link, the four tasks and the open-items list carry over to a single column.

Mobile homepage, further down: the action center's four task buttons, the open-items list and the credentials module. — Mobile. The hero's action center link, the four tasks and the open-items list carry over to a single column.

Impact

The redesign went live September 25 across desktop, tablet and mobile. Timecards and deal registration, the two pages carrying 10,500 sessions a quarter, dropped from three clicks to one.

Structural change	Before	After
Navigations competing for the same tasks	2	1
Top-level sections	7	4 + Home
Separate content surfaces	3	1
Clicks to log a timecard (7,483 sessions/qtr)	3	1
Clicks to register a deal (3,025 sessions/qtr)	3	1
Top-traffic tasks at level 3 or deeper	10 of 10	0 of top 4
Breakpoints designed	None	3

Targets under measurement

Analytics are still accruing. Our researcher and I set the measurement plan before launch, so these are targets, not results yet:

Tree-test task success: from the 37% baseline toward the ~78% industry benchmark
PSAT ease of findability: toward GPC's 67% target
Search as first click: down from 11% as navigation starts carrying the load

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