Primary partner in ServiceNow’s customer-centric AI platform vision

In 2022 Futuredraft started on a journey with ServiceNow to create a five year vision and roadmap for the seamless integration of AI into their product platform. Futuredraft maintained continuity and delivered high-quality, visionary outcomes in over 40 projects and initiatives during this time.

From the beginning, we collaborated with key business stakeholders to establish core guiding principles for how AI capabilities could generate value for ServiceNow’s business and customers:

• Provide customers and partners with guidance and wisdom in all interactions with the ServiceNow ecosystem
• Anticipate the need for content by intelligently providing the right content at the right time
• Guide customers and partners to growth, always looking for ways to increase the value and depth of relationships

These ideas guided ongoing work across numerous initiatives, organizations and business outcomes, serving as a yardstick for measurement of success.

Approach

Futuredraft collaborated closely with senior leadership to take ambiguous, cross-org problems from blue-sky vision all the way to production-ready design; to unify fragmented experiences, run the deep discovery behind them, and author the flagship vision narratives leadership puts on the main stage; and to hold the tribal memory. Through multiple enterprise re-organizations, Futuredraft served as the one constant — fluent in ServiceNow’s own design system language — maintaining momentum toward the five year vision for AI native experiences.

THE RESULT:

Twelve-plus separate front doors visioned into one customer experience, on a five-year AI roadmap carried from blue-sky to production across more than 40 initiatives.