Don't Build a UFO
So, you’ve wrapped your head around what UI Builder is and you’re ready to get your hands dirty. (If you’re still a bit fuzzy on the differences between UI Builder and Service Portal, we recommend our previous article: What Exactly Is UI Builder?.)
You see the potential, you’ve got the technical chops, and you’re eager to build something that will genuinely wow your users. This is the most exciting, and also the most dangerous, part of the process. The natural instinct is to try and use all of UI Builder’s power at once.
To be blunt: that way lies madness. Before you start building, we need to talk about strategy. Because a great tool doesn’t guarantee a great outcome.
Insights provided by:
Mads Westermann Frey
ServiceNow Expert
Adam Larsen
ServiceNow Expert
Specialized in ?
The "UFO-Swiss Army Knife" Trap
It is a common scenario. A team gets the green light for a new UI Builder project and they fall into a classic pitfall: the “UFO-Swiss Army Knife” trap. They try to design a futuristic, alien piece of technology that also has a corkscrew and a magnifying glass.
What does this look like in practice? It starts with endless requirements-gathering sessions. The design becomes a Frankenstein’s monster of competing ideas. The result is a half-finished, overly complex interface that pleases no one because it tries to please everyone. The project collapses under the weight of its own ambition.
A Better Way: Goal First, Features Later
So how do you avoid this? You flip the script. Instead of starting with a list of features, you start with a single, clearly defined goal. Before you think about what you’re building, you must be absolutely clear about why you’re building it.
Ask yourself and your stakeholders these simple questions:
- What is the single biggest pain point we are trying to solve?
Be specific. “Making it easier for agents” is a bad goal. “Reducing clicks to reassign an incident” is a good goal. - Who, exactly, are we building this for?
“All employees” is a bad audience. “Tier 1 service desk agents” is a good audience. - What does success look like?
Is it a measurable reduction in time or an increase in user satisfaction scores?
Your goal is your North Star. It provides the inspiration and the constraints needed to deliver something valuable.
The "Add As You Go" Philosophy
Once you have that laser-focused goal, you adopt a simple but powerful philosophy: Add as you go!
This means you build the smallest possible version of your solution that achieves your initial goal (your Minimum Viable Product) and get it into the hands of your users. Let them use it. Listen to their feedback. This iterative cycle of building, launching, and listening is the heartbeat of successful development. It transforms your project from a high-risk launch into a series of small, manageable wins.
The Strategic Takeaway
Mastering UI Builder isn’t just about technical skill. It’s about having the discipline to start small and stay focused. Once you have this goal-first strategy, you’re ready to learn about the technical mechanics that bring it to life. (We cover the core components like Page Variants and Audiences in our next article: The Architect’s Guide to UI Builder.)
Need a Hand? Let’s Build It Together.
Is the “add as you go” philosophy making sense, but you need help defining that first achievable goal? At Adeno, we specialize in turning big ambitions into successful, iterative projects. Our consultants can facilitate workshops to pinpoint your highest-value opportunities and help you build a roadmap for success. Reach out to us, and let’s get your UI Builder journey started on the right foot.
