UX Design for Service Platforms

Professional service platforms have one job: Build trust in under 5 seconds. But most websites do the opposite— Cluttered visuals, poor hierarchy, and weak messaging. Here’s what we saw on Wokka’s original homepage: - Headline that didn't speak to the user’s needs - CTA blended in with the design—easy to miss - The hero image felt disconnected, not showing the people or services they cater to - Too much going on with no clear flow So we reframed the page from the user’s lens: “How can this platform make my search for professionals easier?” Here’s how we rebuilt the hero: - Clear headline - Focused CTA - Real people, real services - Soft, inviting color scheme to feel more premium and accessible This wasn’t just a design tweak. It was a shift from “Here’s what we do” → to “Here’s how we make your life easier.” Because in service-based platforms, it’s not just about the product. It’s about how quickly you can earn trust, clarity, and a seamless experience. If your landing page doesn’t make them feel like they’re in the right place immediately, your UX needs an upgrade.

When users enter your #ServiceNow portal, do they find a solution… or get lost in a maze? Let’s face it. Too many organizations treat the portal like a design project instead of what it truly is: - A decision engine - A trust builder - A cost-control mechanism Yet here’s what often happens: - Users enter the portal… but the catalog is a jungle - Forms are complex, workflows unclear - Approvals stall with no visibility - And then? They give up… and call the help desk Sound familiar? That’s not a tech failure. It’s a user journey breakdown and it’s silently costing you. Here’s what transformation-ready orgs do differently: - Design services around real employee experiences - Track where users drop off and why - Shift left with smart automation, not just form redesign - Align #IT, #HR, and Facilities around common service journeys Because when your portal feels intuitive, users stop calling. They start trusting. Action Step: Audit your ticket channels. Ask: Where are calls coming from and where should they be self-service? Your portal is either solving problems or quietly creating them. Drop a coment and repost if you’ve ever seen users give up on the portal and go back to email or phone. Let’s fix the maze. Let’s design for outcomes, not just aesthetics. #ServiceNow #UX #EX #UserJourney #ITSM #Technology #IT

Every end-user product needs to be intuitive and easy to use. But how to achieve this in the context of a platform product? 🤔 In platform products, the role of product design becomes even more critical. Here’s why: 1. 𝗗𝘂𝗮𝗹-𝗨𝘀𝗲𝗿 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿𝘆: Product design must cater to both end-users and middle users (e.g., third-party developers). This involves understanding the needs of both personas to ensure the platform effectively enables each to achieve their goals. 2. 𝗖𝗿𝗲𝗮𝘁𝗶𝗻𝗴 𝗮 𝗗𝗲𝘀𝗶𝗴𝗻 𝗦𝘆𝘀𝘁𝗲𝗺: A robust design system is crucial. It enables third-party developers to maintain a consistent UX across applications built on the platform. This consistency is key to a seamless user experience. 3. 𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵𝗶𝗻𝗴 𝗨𝗫/𝗨𝗜 𝗖𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝗰𝘆: Consistent UX/UI across the platform and third-party applications ensures that end-users have a cohesive experience, regardless of which part of the platform they are interacting with. By focusing on these aspects, product design in platform products not only enhances usability but also fosters a thriving ecosystem where third-party developers can innovate while maintaining a unified user experience. How have you tackled product design challenges in your platform products? Share your experiences below! 👇 #ProductDesign #PlatformProducts #UX #UI #DesignThinking #ProductManagement #platformproductmanagement