Rosenverse
Culture, DIBS & Recruiting

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

Culture, DIBS & Recruiting

Gold
Friday, June 11, 2021 • Design at Scale 2021
Share the love for this talk
Culture, DIBS & Recruiting
Speakers: Jen Crim , Jess Quittner , Saritha Kattekola , Alex Karr and Gurbani Pahwa
Link:

Summary

The Experience Org at ServiceNow is a growing and world-class organization, comprised of a diverse team of passionate and creative designers, researchers, writers, and program managers. We all share a superpower in empathizing and understanding our users’ and customers’ needs to create product experiences that people love! We embrace diversity, inclusion, and belonging (DIBs) as a business imperative, a cultural value, and a shared commitment across ServiceNow. Learn about our amazing culture, the values we believe in, our dedication to DIBs, and the open opportunities we have to join our team!

Key Insights

  • ServiceNow implemented half-day Fridays to combat burnout and improve work-life balance.

  • Employees consistently highlight flexibility and supportive colleagues as top reasons they enjoy working there.

  • The company remodeled offices globally to provide modern, collaborative, and comfortable workspaces.

  • ServiceNow’s diversity efforts add ‘belonging’ to traditional diversity and inclusion frameworks, emphasizing true cultural inclusion.

  • The 5-point plan launched by the CEO focuses on leadership training, community engagement, and intentional recruiting to increase diversity.

  • In early career roles, 37% of hires came from underrepresented demographics, surpassing their 25% goal.

  • The onboarding and interview process is fully virtual for now, with multiple manager screens and a final panel interview.

  • The Experience Organization is rapidly growing, aiming to surpass 500 members this year, mostly designers.

  • Employees appreciate the company culture allowing authentic self-expression, including visible tattoos and personal styles.

  • ServiceNow supports employee wellness by providing stipends for home office needs and health activities during the pandemic.

Notable Quotes

"They’re really flexible and listen to our feedback, even though we’re a large company."

"People here want to be here. They want the company to succeed and to see customers succeed."

"We have maintained that freshness and acceptance of new ideas while growing rapidly."

"If you want to have tattoos, you can have tattoos and show them."

"Embrace diversity and create belonging means everyone feels they truly belong, not just fit in."

"We set a goal to fill 25% of our early career roles with underrepresented demographics and landed 37%."

"Our offices have stand-up desks, nice collaboration areas, and comfy seating with a fresh, on-brand look."

"Half-day Fridays is a way for us to give back to ourselves and promote work-life balance."

"The team is passionate, creative, and innovative, building experiences that people love."

"The hiring process typically includes two manager screens and a final interview with project presentations."

Ask the Rosenbot
Indi Young
Paying Better Attention to the Problem with Indi Young
2019 • Advancing Research Community
Savannah Carlin
Don't botch the bot: Designing interactions for AI
2024 • Designing with AI 2024
Gold
Holly Cole
Understanding Experiences: When you have to do more than work
2018 • DesignOps Summit 2018
Gold
Paul Pangaro, PhD
Systems Disciplines: Table Stakes for 21st Century Organizations
2023 • Enterprise UX 2023
Gold
JD Buckley
COMMUNICATE: Discussion
2018 • Enterprise Experience 2018
Gold
Aditi Ruiz
Pulse Check: Empathy Mapping Your Product Manager, Pt. 2
2022 • Design in Product 2022
Gold
Taylor Jennings
Repository Retrospective: Learnings from Introducing a Central Place for UX Research
2022 • Advancing Research 2022
Gold
Bria Alexander
Opening Remarks
2023 • Advancing Research 2023
Gold
Connect with the Advancing Research Community
2026 • Advancing Research 2026
Gold
Candace Myers
Standardizing Design at Scale
2022 • DesignOps Summit 2022
Gold
Nathan Curtis
Beyond the Toolkit: Spreading a System Across People & Products
2016 • Enterprise UX 2016
Gold
Tim Frick
The journey of building a sustainable design practice
2025 • Climate UX Interest Group
Susan Weinschenk
Evaluating the Maturity of UX in Your Organization
2020 • Enterprise Community
Alana Washington
Theme 3 Intro
2021 • DesignOps Summit 2021
Gold
JP Allen
Navigating the UX Tool Landscape
2021 • Advancing Research 2021
Gold
Robert Fabricant
Shifting dynamics: The evolving relationship between researchers, participants, and organizational systems
2025 • Advancing Research 2025
Gold

More Videos

Carl Turner

"Our technical leads started attending other teams’ meetings, helping break down integration barriers."

Carl Turner

You Can Do This: Understand and Solve Organizational Problems to Jumpstart a Dead Project

March 28, 2023

Karen Pascoe

"Performance management is really about the employee experience; avoid surprises by coaching continuously on both what and how folks are doing."

Karen Pascoe

Developing Experience Teams and Talent in the Enterprise

June 8, 2016

Jilanna Wilson

"Support software used to be really shitty and expensive, and Zendesk set out to fix that by making it beautifully simple."

Jilanna Wilson

Distributed Design Operations Management

October 23, 2019

Shawna Hein

"The collaboration cycle requires following standards for accessibility, content, design system usage, and IA or you don’t launch your product."

Shawna Hein Kevin Hoffman

Create a Cohesive Civic Design Practice Across Agency, Vendors, and Contracts

November 17, 2022

Barb Spanton

"I still kind of pause in my tracks when I see our corporate vision: a world without fear of cancer."

Barb Spanton

Doing Work That Matters: A Look Beyond The Idealistic Notion of 'Doing Meaningful Work'

June 10, 2022

Briana Thomas

"Michael became our farmer maintaining steady flow; Davis our forger bringing world-class UX; Dana our gardener cultivating quality work."

Briana Thomas

The Quiet Force: Uncovering Hidden Leadership in High-Impact Design Teams

September 24, 2024

Gina Mendolia

"Coaches organize practices or drills to push players toward specific goals and improvement."

Gina Mendolia

Therapists, Coaches, and Grandmas: Techniques for Service Design in Complex Systems

December 3, 2024

Lija Hogan

"Being fluent in multiple data languages and understanding behavioral and attitudinal data will be essential."

Lija Hogan Milan Mijatovic Sam Proulx Louis Rosenfeld

Three Years Out: Perspectives on the Near-Term Future of User Research

March 15, 2024

John Calhoun

"Imagine your current design ops team is like a coin and every time you flip it, it comes up heads, but coins have two sides."

John Calhoun Rachel Posman

Two Sides of the DesignOps Coin: Teams Ops and Product Ops

January 8, 2024