Three individuals viewing desktop with spreadsheet

What We Did

ServiceNow needed a best-in-class digital customer experience around its trade show, “Knowledge15,” in order to increase remote participation and year-round engagement with trade show content. The Hero Digital team began by mapping the customer journey across multiple channels: web, mobile, community, and physical. We also analyzed the customer journey across seasons: pre-show, during-show, post-show, and “365.” With a plan and user journey maps in place, we redesigned the community platform to be the central nervous system of the event and updated the community experience so that it could first drive registration, then support remote participation, and finally serve as a repository for rich content created during the show itself.

Mac desktop computer showing Service Now website

Our Impact

230%

increase in site visits

153%

increase in downloads

330%

increase in live streaming views

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