Optimizing ServiceNow Adoption in the French Public Sector
Client: Public Sector Entity | Technology: ServiceNow | Objective: User Adoption.
A Strategic Synthesis of Cultural UX and Technical Architecture
Sector: Public Institutions | Tech: ServiceNow & Python | Focus: Cultural Alignment
A global IT provider implementing ServiceNow for a large French institutional body
High technical performance but low user adoption. The “Global” interface felt “culturally alien” to the French workforce, leading to shadow IT and process workarounds.
Bridging the gap between the Silicon Valley “Product” and the Parisian “Process.”
The Research-Driven Approach
Framework: Utilizing Cultural Dimensions Theory to audit the ServiceNow Service Portal.
Analysis: Identifying “Hierarchical Friction”—where the platform’s flat hierarchy conflicted with the French administrative preference for structured authority and formal validation.
Data Science Element: Using Python to analyze user logs and identify exactly where users were “dropping off” in the ticket-filing process.
As a 3x NET qualified researcher, I view IT adoption as a sociological challenge.
‘Success in IT adoption is found at the intersection of cultural sociology and clean code’
The Solution
- UX Localization
- Language & Tone
- Workflow Refinement