Whitepaper ServiceNow Walk Up Experience PDF

ServiceNow
Walk-up Experience
This document will provide insights and
recommendations into implementing a walk-up
experience as a contact channel for your IT organization.
Introduction
The goal of the Walk-up Experience app is to optimize the fulfiller and
requestor experience in a walk-up IT contact channel to increase customer
satisfaction and employee productivity while reducing MTTR.
Gartner has indicated that 50% of large enterprises will have walk-up IT services
available by 20181, making this a “channel” that will resonate with half of a projected
three billion market. Of all the challenges to implementing a walk-up IT tech lounge,
Gartner reports that gaining executive support only posed itself 7% of the time, and
making the business case positioned itself at 15%. The remaining 78% of issues came
from managing the demand, having the right people, and designing the service – key
areas the Walk-Up Experience app will improve.
Customer data in the ITSM space has revealed that the walk-up experience leads to the
greatest customer satisfaction, displaying a 50% improvement relative to a portal
experience2. As we invest alongside the industry in providing machine learning and
automation solutions to augment and remove human labor from low complexity
interactions, it is vital to improve the environments where human interaction occurs.
ServiceNow Insight: Why did we implement a walk-up contact channel?

• Looking to change the way we interact with and engage with our customers
• Focus on providing a service that is engaging and approachable
• Drive customer participation at the tech lounge and introduce this as its own
brand of service: relaxed and very customer-focused
• Wholly different than any IT support users have experienced before
© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 2

Problems
1. Employee productivity is reduced due to high MTTR associated with a traditional
incident management & resolution process.
2. Employees do not know where or how to receive urgent IT help when their
productivity is blocked.
3. Help desk agents spend excessive time following up with users for more
information, in many cases relying on finding time for remote screen share.
4. Help desk agents take a long time to diagnose issues remotely, in many cases
having a long call queue and the inability to solve on first call.
5. Companies looking to establish walk-up IT channels do not know how to manage
demand, or easily report on existing demand.
6. Companies looking to establish walk-up IT channels must customize rather than
configure their instance, spending extra resources and adding upgrade
complexity.
7. Staffing and inventory management around walk-up locations is not optimized.
8. In many walk-up contact channels users do not know wait time until they arrive,
let alone where to find the walk-up location if they are travelling to a new office.
Solutions
1. Users can have visibility into when they will be helped, both from time waited by
other users to notifications regarding their place in the queue.
2. Dashboards with walk-up volume reporting by day and hour offer staffing
insights, while CSAT reporting ensures high levels of service.
3. Efficiencies for fulfillers include double the throughput of level 2 technicians in a
walk-up setting compared to service desk1, as they have all necessary fulfillment
records in one place
4. A purpose-built app reduces time to value and keeps the customers ‘in the box’,
allowing easier upgrades and the ability to configure instead of customizing.
5. Analytics about walk-up utilization by location and rules about inventory
management optimize resourcing.
6. Offering online check-in and wait information reduces idle time inefficiencies, and
helps users identify where to get help quickly.


ServiceNow Strengths
• ServiceNow already acts as the single ITSM system of record to track the user,
incident, request, and consumable asset information that is utilized during a
walk-up engagement.
• ServiceNow already handles the other contact type channels such as self-service,
email, phone, and chat.
• ServiceNow has easy configurations and reporting which empowers the customer
to solve their business needs while easily justifying their ITSM investments.
• ServiceNow can run on tablet and mobile devices without requiring an additional
client beyond a web browser and internet connection.
• Existing tier 2 resources can be reallocated to walk-up engagements to become
more productive.
• A global pharmaceutical company that recently implemented walk-up service
centers reports that calls have been reduced by 25 percent, CSAT improved by
10 percent, and technicians can resolve up to twice as many issues4.
• A prebuilt walk-up experience app will be available as of the London release, and
will include the UI interfaces and support for the customer journey described
within this document.
• The experience can be quickly extended to any other line of business (HR, Legal,
Facilities) with minimal configuration required.
Walk-up User Interfaces

There are four key user interfaces that customers will engage with when utilizing the
walk-up service: online check-in, onsite check-in, onsite queue, and onsite CSAT survey.
The online check-in is optimized for both desktop and mobile. While the onsite check-in
and CSAT survey are tablet optimized, computers can also be utilized. The onsite queue
can also be rendered on a monitor if a TV is not available.
1. Online Queue Check-in: The online queue allows users to see the length of
queues at any location, so they can prioritize the shortest wait time. Entering the
queue remotely saves the user idle time. In addition, contextual KB info creates
an opportunity to self-resolve. The queue will indicate the users position, and
provides information regarding the selected walk-up queues physical location and
hours of operation.


2. Onsite Queue Check-in: When checking in onsite, there are four unique
screens a user may see when attempting to check-in. While it is recommended
to utilize a tablet as the engagement point, a computer can also be used.
a. Employee Check-in: By default, the employee check-in is displayed which
utilizes a reference field to allow quick user selection.


b. Guest Check-in: Guests, such as contractors or visitors not in the user table in
ServiceNow, can still receive help via the guest check-in.
c. Schedule of Hours: When outside of the regular schedule of hours, the check-
in interface displays the next schedule of hours. Each walk-up location can
have its own schedule of hours.


d. Unplanned Away Page: Technicians can invoke an away state for their queue
if there is an unplanned need to leave the walk-up location, so that users are
not confused regarding service delays. The away image is configurable.
3. Onsite Queue Display: The onsite queue provides simple information

indicating user position in the queue with wait time. Visual alerts highlight when
a user is ready to be served, and assigned technician info is easily visible.


4. Onsite CSAT Survey: On exit, it is recommended to offer the user a general

CSAT survey to understand overall sentiment per walk-up location.
a. Before selection: Three sentiments are available to the user.
b. After Selection: Sentiment specific text confirms user selection and returns
the survey to an unpicked state after a few moments.


User Journey Expectations
Experience Example:
1. Customer signs into a queue via online check-in: The first interaction will
generally be users signing into a walk-up queue from their desk. Using the online
check-in, they can see the lengths of queues, and pick the shortest one to enter.
They will be defaulted to the queue at their primary office location. To help them
find the walk-up if it is their first time going to the location, a description and
image of the location is provided. At online check-in, they will also be exposed to
KB articles related to the issue that they select/enter. They then have the option
to leave the queue in case they can no longer make it to the walk-up location or
if they self-resolved their issue.
2. Alternative to #1: Customer signs into onsite queue: Depending on the
nature of the issue, or customer proximity to the walk-up location, they may go
directly to onsite check-in rather than using the online check-in. In addition, if
they are an external user (e.g., a visitor), they won’t have access to online
check-in, so they would have to check in onsite. In both online and on-site cases,
prebuilt business logic allows a user to only check-in to one location at a time.


3. Customer receives notifications: Customer will receive notifications when

they are at a specific threshold in the queue, such as first or third in line. These
notifications can occur over mobile push, text, or email. In addition, they will be
notified when a technician is ready to see them. This helps them be ready on-
site when the technician calls them up for service.
4. Technician begins servicing issue: Technician tries to resolve issue while
user is as the walk-up location, but in some cases, may be unable to do so
immediately.
a. Technician fulfills a request by consuming an asset from a stock room or
by submitting a catalog request on behalf of the user.
b. Technician fixes an issue and opens an incident or other task as needed.
c. If Technician cannot fix issue onsite and needs to escalate, technician can
open an incident and assign to the proper SME.
5. Customer completes satisfaction surveys: When leaving the walk-up
location, the user can quickly tap a CSAT survey located near the exit. This
provides high-level sentiment reporting on a location basis. An email survey is
also sent to the user, which will reveal more specific information about individual
technician service. The content of the email survey is displayed below.


Experience Goal: Maximize Customer Engagement

The walk-up experience is looking to change the way we interact with and engage with
customers. The walk-up is focused on providing a service that is engaging,
approachable, relaxed, and very customer-focused.
The main table surface will be in the center of the space and invite customers to join at
either side of the table. This space should introduce bright, fun colors, elements of
nature, and be distinct from the normal office look and feel.
We want to drive customer participation at the walk-up location and introduce this as its
own brand of service, wholly different than any IT Support users have experienced
before.
Overall Mission Statement
“Changing the way you engage with IT”. A walk-up should delight customers with an
engaging environment, approachable staff, and quality service. This means:
• Minimize customer time spent at a web page, in a call queue, reading an
automated email response.
• Drive a positive customer experience from the minute they walk into the lounge.
• Have the customer leave wanting to return again (repeat customer).
• Have the customer want to tell their peers about their experience (customer
referral/promoter).
Logistic Recommendations
Branding Recommendations
• Two branded t-shirts and two polo shirts per walk-up technician to help
customers easily differentiate between technicians and other users waiting
at the walk-up.
• Branding image/logo is recommended to describe the walk-up locations,
for example, ‘TechLounge’, ‘TechKnow Lounge’, ‘Genius Bar’, ‘IT Bar’, etc.
• Branding logo should be seen physically onsite, either as a painting on the
wall or physical signage.


• Branding should be applied to electronic communications sent to

employees notifying them of the walk-up experience.
Suggested Build-out and Staffing Recommendations
Build-out Recommendations and Cost (Estimated budget: $20k)
• Large high-top table to accommodate 6 – 8 people.
o Table should include multiple power and ethernet connections.
• Smaller seating to accommodate up to 4 people in tech lounge waiting area.
• Two iPad Air and free-standing kiosks for customer check-in and CSAT survey.
o CSAT survey device should be near the exit.
• One 60” TV with connected Mac Minis to display walk-up queue.
Staffing Recommendations
• Determine hours of operation based on the office location trends. Once you
utilize the ServiceNow Walk-up Experience, a dashboard will provide insights into
trends by day of week, as well as hour of day.
• A minimum of three people should be staffed each day for each walk-up location.
o 1 – morning shift.
o 1 – afternoon shift.
1 – Walk-up floater. (Floater should monitor the queue throughout the
day and be available to assist during peak times. When not at the walk-up
location, floater carries on regular desk IT support).
ServiceNow Insight: Walk-up visits are highest Monday and progressively

decline each day until the lowest volume on Friday.


Operational Recommendations:
Walk-up Goals
Spread the word about the walk-up location and the services offered. Provide a unique
customer experience. Remind customers to come back to the walk-up location versus
walking up to technician desks. Learn what works and what does not work. Work with
your manager to add high-volume issues as options during check-in. Strive to resolve
customer issues upon first visit.
The visit may not resolve quickly and may take some time. Technicians should aim to
resolve the issue while the customer is there and not ask them to come back tomorrow
or send them away, saying, “we will email you.” Customers will want to engage with
the walk-up technicians until their issue is resolved or their request is fulfilled. Unless an
incident must be reassigned to a different team, or there is a request that will take time
to fulfill, the goal is to resolve customer incidents or requests onsite.
In many cases, the user intent is for an item like a mouse or charger cable. It is useful
to define and maintain a stockroom in ServiceNow that is associated to the walk-up
location. This allows quick fulfillment by walk-up techs to consume assets and assign
them to walk-up users.
Reminders and Guidelines
Technicians should wear a branded shirt while working at the walk-up location. This is a
way of creating a visual cue for customers that this service experience is different and
the role of the technician during this time is different. Technicians should not stand
isolated on one side of the table or the other. When working with customers,
technicians should feel free to work side-by-side with them; feel free to move around
wherever the customer is comfortable (standing/sitting, etc.).
Playing music from one of the monitors is acceptable, as long as it is ambient and at a
low volume. Technicians should use their judgment as to what music is appropriate to
play. Technicians should not be hunched over their laptops during slow times. They
should always appear engaged, enthusiastic, approachable, and available for walk-up
users to arrive.
Technicians should not have food or drinks on the table while working at the walk-up.
Technicians should upload an image of a recognizable headshot to their profile, as it will
display by default in the on-site queue interface.


Walk-up Check-in Point
Technicians should remind all onsite customers to first log into the queue using the
check-in interface. Once a technician is ready to assist the next customer, they can
assign the interaction from the walk-up queue to themselves. Once assigned, the
interaction will move to the being-served portion of the queue.
A technician can then create any number of needed incidents or requests for each
demand the customer has. Once the customer is finished being served, the interaction
should be closed. When customers are not present to be served, the interaction should
be abandoned.
Technicians may have incidents/requests reported that need to be escalated or handled

by another team (Security, SAP, Networking, etc.). Walk-up technicians should act as
the liaison between the customer and those teams by correctly updating the customer
incident/request and assigning to the correct team. Any number of incidents and
requests can be created for a single user’s interaction with the walk-up.
By default, walk-up users will receive a survey request for each interaction they have
that originated from the walk-up. In addition, technicians should remind the customers
to look for the emailed survey and send feedback for the walk-up technicians.
What is Expected from Walk-up Technicians
As a technician, your motto is “I’m happy to help.” Technicians who are having an off
day (it happens), should be able to let their manager know they need to work at their
desk instead.
Technicians should be engaging, approachable, and respectful. No one likes feeling as

if they have interrupted someone when asking for help, feeling talked down to, or
feeling like they got the brush-off.
Walk-up technicians are efficient and effective with their time. While this space will be
relaxed and playful, they are still focused on resolving requests/incidents in a timely
manner and moving on to assisting the next customer. Technicians working at the
walk-up center get to enjoy a bit of a change in their work day. While the goal of the
walk-up is to provide first contact resolution, it is also a great opportunity to make the
user aware of any self-service interfaces and information (e.g. ordering a catalog item
via a portal), and to provide user training on the given self-service channel.


Start-of-Day Tasks
In all cases, the technician should log in with the walk-up login role user, select their
queue location, and open the appropriate screen using the walk-up service portal page.
1. Set up check-in interface at the front of the table.

2. Set up queue interface on TV or another monitor. 
3. Set up CSAT survey on device near exit.
Lunch Break/Away-from-Location Tasks (if applicable)
1. While the schedule defined and linked to a walk-up should include a standard
lunch hour, there is an option to manually trigger an ‘away’ state by going into
the walk-up location record in the instance and flagging it as ‘away’. The
configurable away message should also be set reflecting expected return time.
2. Ensure that any outstanding interactions are transferred to the next tech, or
abandoned/closed, as necessary.
3. Ensure inventory cabinet doors are locked.
End-of-Day Tasks
1. Log off of the walk-up interfaces and ensure cabinet doors are locked. 
2. Optionally, leave queue display on as it will alter to the hours of operation for the
next day after closing.
3. Managers can review reporting dashboards to understand insights on walk-up
utilization and satisfaction at their locations. This includes granular information
like volume by day and hour to inform high level staffing decisions.


Conclusion
In conclusion, deploying a walk-up experience will improve customer satisfaction and
confidence in IT, while also improving technician productivity and ability for first contact
resolution. While more systems remove the humans from the equation through virtual
agents and machine learning, it becomes more important than ever to bring the human
experience back into the context of service. Walk-up managers will be able to monitor
and filter on dashboards to understand operational information and user CSAT specific
to the locations they manage. Directors can use a aggregated, unfiltered view of all
locations to understand the utilization of their walk-up investment.
ServiceNow Insight: On a seven-point scale, the highest CSAT option for

walk-up was select 92% of the time.

References
1 - How to Establish IT Walk-Up Services, Gartner, April 2015
2 – Gartner, October 2014
3 - Mann, Stephen (@stephenmann), HappySignalsLtd, July 2017
4 – IT Walk Up Service Centers, CompuCom, 2016


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ServiceNow Insight: Why did we implement a walk-up contact channel?

© 2016 ServiceNow, Inc. All rights reserved.

© 2016 ServiceNow, Inc. All rights reserved.

Walk-up User Interfaces

© 2016 ServiceNow, Inc. All rights reserved.

© 2016 ServiceNow, Inc. All rights reserved.

© 2016 ServiceNow, Inc. All rights reserved.

3. Onsite Queue Display: The onsite queue provides simple information

© 2016 ServiceNow, Inc. All rights reserved.

4. Onsite CSAT Survey: On exit, it is recommended to offer the user a general

© 2016 ServiceNow, Inc. All rights reserved.

User Journey Expectations

© 2016 ServiceNow, Inc. All rights reserved.

3. Customer receives notifications: Customer will receive notifications when

© 2016 ServiceNow, Inc. All rights reserved.

Experience Goal: Maximize Customer Engagement

© 2016 ServiceNow, Inc. All rights reserved.

• Branding should be applied to electronic communications sent to

ServiceNow Insight: Walk-up visits are highest Monday and progressively

© 2016 ServiceNow, Inc. All rights reserved.

Reminders and Guidelines

© 2016 ServiceNow, Inc. All rights reserved.

Walk-up Check-in Point

Technicians may have incidents/requests reported that need to be escalated or handled

What is Expected from Walk-up Technicians

Technicians should be engaging, approachable, and respectful. No one likes feeling as

© 2016 ServiceNow, Inc. All rights reserved.

1. Set up check-in interface at the front of the table.

Lunch Break/Away-from-Location Tasks (if applicable)

© 2016 ServiceNow, Inc. All rights reserved.

ServiceNow Insight: On a seven-point scale, the highest CSAT option for

2 – Gartner, October 2014

3 - Mann, Stephen (@stephenmann), HappySignalsLtd, July 2017

4 – IT Walk Up Service Centers, CompuCom, 2016

© 2016 ServiceNow, Inc. All rights reserved.

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