Servicenow, 2025
INTRODUCING TIME TRACKER
TEAM
Product Manager, Architects across BUs, Engineering teams, BU PMs + Designers,
MY ROLE
User Research, Concept evaluation, Analysis, Design and Iteration, Usability Testing, Dev hand-off
BACKGROUND
PROBLEM STATEMENT
Agents and managers lack real-time visibility into how time is spent across tasks, cases, and breaks, which hinders accurate reporting, staffing decisions, and performance optimization.
Enterprises considers time tracking an essential feature for managing agent performance. Multiple customers and prospects also view it as a must-have. Lack of this feature has caused ServiceNow to lose deals in the past.
For enterprise vs. pro-tier conversations, time tracking is a major selling point.
OBJECTIVES
Enable agents to track time actively worked on cases, interactions, and tasks.
Provide visualizations of time spent for individual agents and in aggregate (agents, leads, managers).
Support real-time and summary performance insights for agents and managers.
Facilitate better coaching and management decisions through detailed time tracking (e.g., by record state).
Improve workforce optimization and utilization insights.
Address immediate and future DraftKings-specific needs, including data feeds, in-app controls, and advanced filtering.
Ensure scalability for future record types and business units.
RESEARCH
Cycle of designing and testing
PERSONA
DESIGN
To be updated
Next steps
Product Manager, Principle Backend Architect, Engineering team, Developer Relations Team,
Product Marketing team