Case Study: ServiceNow scales research and cuts recruitment from 118 days to 6 with Great Question

ServiceNow cuts participant recruitment from 118 days to 6 with Great Question

ServiceNow, a major enterprise software company, faced significant inefficiencies in its user research process. Their team of 165 researchers was juggling a fragmented stack of approximately 15 different tools, leading to a cripplingly slow participant recruitment timeline that averaged 118 days. To scale research at the speed required for AI-driven product development, they needed a consolidated solution and turned to the vendor Great Question for its all-in-one UX research platform.

By implementing Great Question, ServiceNow consolidated its tool stack and enabled researchers to self-serve. The platform's participant recruitment features and AI-powered analysis tools dramatically accelerated the entire research process. This solution slashed the recruitment timeline from 118 days to just 6 days and cut research planning time in half. The measurable impact for ServiceNow includes conducting 300 studies per year, engaging 10,000 end users, and achieving faster, more informed product decisions with proper governance.

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