Rosenverse

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
Soma Ghosh
What emerging methods are advancing UX research [Advancing Research Community Workshop Series]
2023 • Advancing Research Community
Anna Avrekh
Expert Panel: Leading in and with Research
2022 • Advancing Research 2022
Gold
Dan Willis
Enterprise Storytelling Sessions
2015 • Enterprise UX 2015
Gold
Josh Clark
Sentient Design: New Design Patterns for New Experiences (3rd of 3 seminars)
2025 • Rosenfeld Community
Joseph Williams
Unlocking impact and influence through inclusive hiring in research
2021 • Advancing Research Community
Deanna Washington
Scaling Success: Paving the Path from DesignOps to VP
2023 • DesignOps Summit 2023
Gold
George Abraham
Design Systems To-Go: Indigo.Design Overview and Exploring the Developer Workflow (Part 3)
2021 • DesignOps Summit 2021
Gold
Sam Proulx
Mobile Accessibility: Why Moving Accessibility Beyond the Desktop is Critical in a Mobile-first World
2022 • Civic Design 2022
Gold
Alla Weinberg
Design Teams Need Psychological Safety: Here’s How to Create It
2022 • DesignOps Summit 2022
Gold
Chloe Amos-Edkins
A Cultural Approach: Research in the Context of Glocalisation
2023 • Advancing Research 2023
Gold
Jamika Burge
Embracing change: Navigating shifting landscapes with compassion and agency
2025 • Advancing Research 2025
Gold
Anna Poznyakov
Get The Most Out Of Stakeholder Collaboration—and Maximize Your Research Impact
2021 • Advancing Research 2021
Gold
Theresa Marwah
How Atlassian is Operationalizing Respect in Research
2020 • Advancing Research Community
Florence Okoye
AfroFuturism and UX Research
2023 • Advancing Research 2023
Gold
Aditi Ruiz
Pulse Check: Empathy Mapping Your Product Manager, Pt. 2
2022 • Design in Product 2022
Gold
Tatyana Mamut
Opening Keynote: Breaking Conway's Law--or How to Work Differently and Not Ship Your Org Chart
2019 • Enterprise Experience 2019
Gold

More Videos

John Cutler

"Trying to force one preeminent model for the company is a recipe for disaster—embrace models and understand why people are using them."

John Cutler

Oxbows, Rivers, and Estuaries: How to navigate the currents of change (without burning out)

December 3, 2024

Darian Davis

"We’re all capable of creating and perpetuating toxic work relationships."

Darian Davis

Lessons from a Toxic Work Relationship

January 8, 2024

Dave Gray

"Executive air cover is having someone in a senior role who protects and supports the design team from other business pressures."

Dave Gray

Group Activity: Making Sense of DesignOps

November 7, 2017

John Cutler

"Quality is value to some person who matters."

John Cutler

The Alignment Trap

November 29, 2023

Abby Covert

"Providing alternative content is often a kinder gesture than any lengthy alternative text could be."

Abby Covert

Stuck? Diagrams Help

October 27, 2022

Mark Interrante

"Side-pav proposals answer what’s going on, why it matters now, what you propose, what action to take, and what benefit comes from it."

Mark Interrante

Collaboration Flows in Product Development

June 9, 2017

Devon Powers

"Afrofuturism shows us the future must reckon with the past and center difference and diversity."

Devon Powers

Imagining Better Futures

March 9, 2022

Prayag Narula

"There is overlap between design and research when it comes to different types of research; it’s not a strict divide."

Prayag Narula

How to Empower Your Designers to Do Good Research – And Why You Want To

June 10, 2022

Peter Van Dijck

"Your short term memory is the context window; too big, and the model has trouble accessing everything."

Peter Van Dijck

Hands on AI #3: Claude Code for UX people

October 22, 2025