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Enterprises are making significant investments in platforms like ServiceNow, expecting to see improvements in efficiency, automation, and overall business process optimization. However, many organizations fail to achieve the expected return on investment—not because the technology isn’t capable, but because the user experience (UX) is overlooked.
If employees find it easier to bypass the system—whether by calling the ServiceDesk instead of logging an incident, managing tasks via email rather than a formal workflow, or resorting to spreadsheets instead of structured data—then the platform is not truly enabling efficiency. This disconnect between technology and user behavior is a major reason why workflow platform implementations often fail to meet their potential.
Why Enterprise Workflow Platforms Struggle with Adoption
The issue isn’t just about software functionality. It’s about organizational change management (OCM) and ensuring that the platform is integrated into the way people actually work. Some common pitfalls include:
• Complexity in design – If a system requires multiple steps for a simple action, users will find a faster workaround.
• Lack of process alignment – If workflows don’t match real-world business needs, adoption will suffer.
• Resistance to change – Employees need to see clear benefits in using the platform, or they will default to familiar habits.
• Poor integration with existing tools – If users have to navigate multiple disconnected systems, frustration grows, and efficiency drops.
The result? Companies end up with underutilized platforms, decreased efficiency, and a widening gap between intended and actual outcomes.
Solving the Adoption Problem with a UX-First Approach
For a workflow platform to deliver real value, it must be designed around the user—not just around business objectives. Here’s what organizations should focus on when implementing or optimizing platforms like ServiceNow:
1. Simplify Workflows for the End User
Systems should reduce friction, not add to it. If submitting an incident takes too many clicks, employees will revert to calling the ServiceDesk. If approvals require too many layers, work gets delayed. Streamlining workflows and removing unnecessary steps is essential to driving adoption.
2. Automate Routine Processes
Automation should be leveraged to eliminate repetitive manual work. If users are still entering the same data in multiple places or switching between tools to complete simple tasks, the system is not doing its job. Well-designed automation ensures users can complete processes with minimal effort.
3. Seamless Integration with Existing Business Tools
Employees work across multiple platforms—collaboration tools, email, communication apps, and business applications. If a workflow platform is not embedded into their daily workflow, adoption will remain low. Integrations should allow users to complete tasks without leaving the tools they already use.
4. Change Management is Key to Success
Technology alone cannot drive change. A structured organizational change management (OCM) strategy should support any implementation, ensuring that employees understand how the platform benefits them and providing ongoing training to drive adoption. The most successful implementations have internal champions who help evangelize the platform and guide teams through transitions.
5. Data-Driven Improvements for Long-Term Success
Measuring adoption and continuously optimizing workflows based on user behavior is critical. Organizations should analyze where users struggle, what workarounds they create, and how workflows impact efficiency. Continuous monitoring and iteration ensure that the platform evolves alongside the business.
The Bottom Line
Enterprise workflow platforms only deliver value if they are used effectively. Organizations that focus on user experience, process alignment, and change management will see greater adoption, better efficiency, and a stronger return on investment.
At StarSevenSix, we specialize in helping companies maximize their ServiceNow investments, ensuring that their platforms drive business success. If your organization is facing challenges with platform adoption or efficiency, we can help.
📩 Contact us today to learn more about how we can support your enterprise service management strategy.