Driving Service Now Adoption Through Agile Learning Design
As Lead Instructional Designer, I spearheaded a fast-paced training initiative to support the customer service team’s transition from Zendesk to ServiceNow. Working closely with the Project Manager and Subject Matter Experts (SMEs), I applied an agile-adapted version of the ADDIE model to complete the project within a one-month timeline. This approach emphasized rapid iteration, continuous feedback, and collaborative decision-making across all phases of instructional design.
Project Overview
Role: Lead Instructional Designer
Collaborators: Project Manager, Subject Matter Experts (SMEs)
Tools & Frameworks: Agile-Adapted ADDIE Model (Analysis, Design, Development, Implementation)
Synthesia (AI Video Creation), Learning Management System (LMS)
Media: 7-minute training video created with Synthesia
Delivery & Timeline: Assigned via LMS as part of the customer service team’s transition from Zendesk to ServiceNow; completed in 1 month
Analyze
Analyze the learner and needs
During the Analysis phase, I partnered with the project lead to review a discovery and intake document that outlined learner needs, platform changes, and business goals. Building on their findings, I participated in a formal walkthrough of the ServiceNow platform during its pre-launch phase. This session allowed me to ask clarifying questions, confirm functionality, and secure early production access to validate workflows. This foundational analysis and documentation guided all instructional decisions and ensured alignment with organizational objectives.
Research learners and content
Design
Storyboarding for Clarity and Engagement
I collaborated with SMEs to define measurable learning objectives aligned with platform functionality and workflow improvements. Using these objectives, I created a storyboard prototype and iterated twice based on stakeholder and end-user feedback. Cognitive load theory and microlearning principles guided the design to ensure clarity and retention within a short video format.
Design with the end in mind
Development
Producing an AI-Driven Walkthrough Video
For Development, I produced a 7-minute walkthrough video using Synthesia, showcasing ServiceNow’s key features and demonstrating how the platform improves workflow efficiency. The video incorporated scenario-based demonstrations, voiceover narration, and visual cues to enhance learner engagement. Two rounds of revisions were completed to incorporate stakeholder feedback and ensure technical accuracy.
Implementation
Deploying via LMS for Immediate Adoption
The final video was deployed via the LMS and positioned as a core component of the platform transition strategy. Targeted communications and manager reinforcement supported adoption and engagement.
Final video developed using Synthesia
Impact Highlights
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Seamless Adoption: Enabled smooth transition from Zendesk to ServiceNow with minimal disruption to operations.
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Boosted Confidence: Increased user confidence in navigating the new platform, reducing hesitation and errors.
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Reduced Support Requests: Lowered the volume of post-launch support inquiries, improving team efficiency.
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Scalable Asset: Delivered a reusable training video that continues to support onboarding and reference needs.
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Positive Stakeholder Feedback: Received strong endorsement from project leads and SMEs for clarity and effectiveness.