Servicenow, 2025
KEYBOARD SHORTCUTS
Rethinking keyboard shortcuts to transform productivity for Customer Service Agents
The Problem
Seconds lost per action
Agents bounce between different parts of the screen—case details, notes, comments, emails—reaching for the mouse each time, breaking their flow.
Hundreds of clicks daily
Repetitive actions performed dozens of times daily. Each mouse click is a micro-delay that compounds into hours of lost productivity.
Unheard and unused
Keyboard shortcuts existed, but they were so complicated and hidden that nobody bothered learning them. A shortcut to nowhere.
💬
Agent Quote
"You can build the most powerful tools in the world, but if nobody knows they exist, they might as well be invisible."
The Broken System
Why Nobody Used Them
Too Complex
Three-key combinations that felt random and inconsistent. Busy agents don't have time for keyboard Twister.
Hidden Away
Buried in menus instead of surfaced where needed. Out of sight, out of mind.
Constant Conflicts
Shortcuts clashed with browser commands, creating chaos and unpredictability.
The Solution
Mnemonic Shortcuts: Design for Humans
Instead of random key combinations, what if the key you press is directly related to what you want to do? A system designed to be learned instantly, not memorized over weeks.
Competitive Landscape observation
Atlassian, Salesforce, and other industry leaders were already using mnemonic shortcuts successfully.
Four Guiding Principles
1
Be consistent
Predictable patterns users can rely on
2
Use mnemonics
Keys that match their actions
3
Borrow from the pros
Follow patterns from Apple & Microsoft
4
Accessible to all
Everyone can use them effectively
Simple, Intuitive, Memorable
E
W
Work
N
New
C
Comment
P
Preview
The Old Way
To send an email:
Ctrl
+
Alt
+
E
Finger gymnastics required
✓
The Goal
To send an email:
E
Pure instinct
The Three-Pillar Strategy
1. Make Them Visible
Display shortcuts in tooltips right where people are working. No more hunting through menus.
Example:
E
Send Email
2. Provide Safety
Give users an escape hatch. Press ESC to exit shortcut mode and return to normal typing.
Safety mechanism:
ESC
Exit mode
3. Enable Customization
Let users remap keys to fit their workflow. One size doesn't fit all.
User choice:
Customize any shortcut
The Bigger Picture
Design as Empowerment
We usually think of designers as people who create perfect, polished tools. But what if the real job is to create flexible systems
Key Takeaways
Visibility Beats Complexity
The most powerful feature is useless if no one knows it exists. Surface tools where users need them.
Test With Real Users Early
Perfect on paper doesn't mean perfect in practice. User fears and habits are just as important as efficiency gains.
Flexibility Over Perfection
Instead of finding the one perfect solution, build systems that adapt to individual needs and preferences.
Small Changes, Big Impact
The difference between Ctrl+Alt+E and just E seems tiny, but it's the difference between friction and flow.