Servicenow, 2025
TIME TRACKER
How a missing feature cost us deals, and how we turned customer frustration into a workforce optimization powerhouse
Customer-Driven
Research-Backed
Impact-Focused
Chapter 1: The Problem
A Critical Gap
ServiceNow was missing a "table stakes" capability—and customers were noticing
Critical
Lost Deals
ServiceNow lost multiple deals because time tracking was assumed to be a default feature
Critical
Customer Frustration
DraftKings signed without asking about time tracking—they assumed it existed
Critical
Third-Party Dependency
Agents forced to use disconnected tools like Playvox with duplicate status updates
Critical
No Visibility
Managers couldn't track utilization, adherence, or average handle time effectively
The DraftKings Wake-Up Call
"DraftKings decision-makers didn't even ask about time tracking before signing. They assumed ServiceNow would support it by default — it was fundamental to their operations."
The Reality:
•
Agents using Playvox—described as "outdated and not user-friendly"
•
Duplicate status updates across disconnected systems
•
Front office KPIs (occupancy, adherence, AHT) impossible to track accurately
Chapter 2: Discovery
Understanding What Customers Really Need
Deep diving into user personas, pain points, and business objectives
Agents
Pain Points:
✗
Anxiety from constant visibility of tracking
✗
Manual duplicate status updates
✗
Desire for personalization and control
Core Needs:
✓
Easy-to-use time tracking
✓
Optional real-time feedback
✓
Clear performance summaries
Managers
Pain Points:
✗
Outdated third-party tools (Playvox)
✗
Lack of precise coaching data
✗
Difficulty assessing utilization
Core Needs:
✓
Aggregate team monitoring
✓
Individual drill-down capabilities
✓
Time spent by record state
Why Customers Need It
1
Identify optimization opportunities at individual and team levels
2
Support better staffing decisions by channel
3
Provide utilization insights (e.g., productive vs. paid time)
4
Enable precise coaching with record-state tracking
Chapter 3: User Research
Learning From Real Users
Prototypes tested with agent and manager personas across multiple customer sites
What Worked
Concerns
Key Insights
Productivity
"Some agents found time tracking helpful for improving efficiency and awareness"
— Front line agent
Visual Feedback
"Color-coded SLA indicators (e.g., yellow/red based on time thresholds) were very useful"
— Front line agent
Oversight
"Managers appreciated the ability to drill down into case-level time logs"
— Manager Interviews
Research-Driven Design Principles
1
Balance visibility with mental health:
Default to hidden trackers with opt-in personalization
2
Empower managers without enabling micromanagement:
Role-based access and coaching-focused views
3
Build for scalability: Flexible architecture supporting multiple record types and business units
Chapter 4: Design Journey
From Concept to Reality
Multiple iterations, cross-team collaboration, and customer co-creation
May 2025
Initial Exploration
First deep dive on May 22nd. Stakeholder meetings with CSM, IDC, and COE teams
June 2025
Prototype Development
24 meetings including design reviews, user testing sessions, and technical feasibility
July 2025
Customer Feedback
Testing with DHL and Australia region. Iterations based on real-world usage
September 2025
Refinement & Launch Prep
Data model enhancements, widget placement finalization, break management system
Key Components Designed
⏱️
Timer Widget
•
Tracks time per record
•
Syncs across tabs and sessions
•
Supports pause/resume
•
Break detection automation
📊
Timesheet Views
•
Agent self-service logs
•
Manager oversight & approval
•
Admin configuration
•
Role-based permissions
☕
Break Management
•
Manual and automated tracking
•
Inactivity pop-ups
•
Editable break requests
•
Approval workflows
🔄
Status Syncing
•
Inbox status integration
•
Presence system sync
•
Time per status tracking
•
Comprehensive reporting
Chapter 5: The Solution
A Balanced, User-Centric Approach
Addressing both agent wellbeing and managerial needs with thoughtful design
Agent Experience
Manager Experience
Default Hidden Tracker
Real-time tracker hidden by default to reduce anxiety
Addresses agent concerns about constant monitoring
Personalization Controls
Opt-in visibility and customizable tracker placement
Gives agents control over their workspace
Performance Homepage Widget
Quick access to average handle time and key stats
Transparent performance insights on demand
Complete Workforce Optimization Solution
Track agent time on cases, tasks, and interactions
Monitor break durations with automated detection
Sync with inbox status (available, away, break)
Support manual and automated tracking modes
Enable manager oversight via approval workflows
Flexible data feeds for future record types
Anomaly detection and filtering for data integrity