| Role
UX Research Intern @ ServiceNow
| Skills
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Concept Testing
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Prototyping
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User Interviews
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UI Design
| Timeline
July to Nov 2025
| Tools
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Great Question
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Zoom
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Figma
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Miro
Note: some internal names, participant details, and figures have been generalized below to respect ongoing confidentiality.
Now Assist Suite: Stress-Testing a New Model for Bundling AI Apps
I led concept evaluation for ServiceNow's Now Assist Suite, turning a proposed app-bundling model into a validated set of design recommendations ahead of launch. One update was breaking others without warning, and six interviews were my chance to catch it before customers did.
CASE SNAPSHOT
Context
ServiceNow Store
New feature was set to launch Q1 2026, UX Research Internship Project
What I did
End-to-End Qualitative Research
Interviews and task-based prototype testing to validate a new install and update model
How
Concept Evaluation
6 user interviews with platform architects and implementation partners, think-aloud protocol
6
PARTICIPANTS
3
SCENARIOS TESTED
60
MIN SESSIONS
8
RECOMMENDATIONS
TAKEAWAY
Translated interviews with 6 ServiceNow customers and partners into design recommendations that shaped how Now Assist Suite explains itself, surfaces compatibility errors, and reports update progress, validating the concept ahead of its launch in March 2026.
Overview
This was my first project on the ServiceNow Store team: concept testing for Now Assist Suite, a feature that bundles compatible apps of Now Assist (ServiceNow's family of generative AI applications) into a single package automatically.
The designs were already built and set to launch in early 2026, but none of it had been tested with an actual user yet. My job was to find out whether it would work before it shipped.
Business Impact
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Higher contract value through seamless app management
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Faster customer time-to-value by removing configuration bottlenecks
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Protect renewal revenue by creating buyer trust through stable deployments
My Role
UX Research Intern leading concept evaluation,
from planning and analysis to deck creation and presenting
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Scoped and led a 6-participant study to evaluate the usability, comprehension, and perceived value of the Suite
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Designed and moderated task-based prototype testing across 3 real scenarios, using a think-aloud protocol
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Synthesized findings using Great Question and Miro, and organized recommendations into 2-tiers of recommendations: quick wins (0-3 months) and long-term opportunities (6-12 months)
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Presented insights directly to product, UX, and engineering teams to inform design iteration ahead of launch
Scenarios Tested
I designed 3 scenarios that covered the full range of how a customer would encounter Suite:
Research Impact
Following the implementation of my recommendations, subsequent releases reported a 60% to 80% reduction in setup time for the suite.
What Research Uncovered 🔍
Direct Product Outcome 🚢
All participants accurately defined "Suite" and understood its value after prototype interaction.
By eliminating naming ambiguity, I provided teams with the confidence to move forward for the early 2026 launch.
Participants voiced skepticism due to past experiences with outdated or hard-to-find documentation in the ecosystem.
Teams introduced a dictionary for new terms used,
visual examples, versioning details, and a dedicated public knowledge article (which I contributed to here).
Knowing exactly what changed or when a bundle was updated directly addresses their core operational anxieties.
Engineering and content teams implemented version-tracking fields inside the App Manager, allowing customers to clearly review current vs. previous Suite dependencies.
Participants wanted to see errors early on, before the process begins, not discover them partway through.
The shipped experience mirrors my recommendation directly: Install screen now flags incompatible apps immediately and disables Continue until the issue is resolved.
Research Approach
Now Assist Suite was designed to solve three friction points.
Manual Overhead
Users wasted significant time installing or updating apps one by one
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Version Incompatibility
Updating a single application could cause other related apps to break
Lack of Awareness
Users were not notified of potential issues from an app install or update
My goal was to pressure-test design prototypes following 3 core workflows to ensure users could easily understand the concept, manage apps safely, and navigate the setup without friction.
What is your first impression of this page?
What would you expect to happen when you click this button?
How would you describe the purpose of this feature?
What information do you expect to see on this screen?
What parts of this concept seem most or least useful to you?
What would you need to feel comfortable moving forward?
Research Method