Empathy in Action: Building Accessibility at ServiceNow with Eamon McErlean and Tony Morales

Empathy in Action: Building Accessibility at ServiceNow In this episode of TechBytes, host Bobby Brill is joined by Eamon McErlean and Tony Morales from ServiceNow to explore the vital role of accessibility in technology. As leaders in inclusive Gen AI, they emphasize the importance of integrating accessibility into product development from the ground up. Through personal experiences and industry insights, Eamon and Tony illustrate how empathy enhances accessibility awareness and drives change. The conversation highlights new initiatives at ServiceNow, the transformative role of AI in accessibility, and the importance of creating inclusive software that benefits everyone. This candid discussion also touches on personal experiences with disabilities and the business advantages of prioritizing accessibility in the tech industry. To view this podcast with audio captions, please watch on YouTube - https://youtu.be/mh8EZejKT4s Check out our YouTube channel for more - https://www.youtube.com/@ServiceNowDocs/featured Also, visit The Accessibility and Gen AI Podcast -  https://www.youtube.com/@A11yGenAI Guests - Eamon McErlean - VP and Global Head of AccessibilityTony Morales - Sr. Accessibility Inclusion Manager/LeadHost - Bobby Brill 00:00 Introduction to Accessibility00:27 Meet Eamon McErlean01:29 Understanding Accessibility at ServiceNow02:32 Tony Morales' Journey04:07 ServiceNow's Accessibility Initiatives09:55 The Importance of Empathy in Accessibility26:06 AI and Accessibility: A Game Changer31:10 Conclusion and Final Thoughts  See omnystudio.com/listener for privacy information.

In this episode of TechBytes, Mark Hopper from the platform product team talks about generative AI at ServiceNow (Now Assist). Gen AI technology accelerates work across the ServiceNow product spectrum, especially in the areas of agents and fulfillers, end-user self-service, and developing Now applications. Mark also describes how Now Assist supports enterprise-specific LLMs to drive customer outcomes and extend into the broader ServiceNow partner ecosystem.  And he gives us a look at developments for Now Assist on the horizon.Guest - Mark HopperHost - Steve MillerProducer – Christopher Price For more information head over to our documentation site.Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS  See omnystudio.com/listener for privacy information.

In this episode of Tech Bytes, host Bobby Brill talks with Carol Valdez, Director of Content Design at ServiceNow, about the intricacies of UX writing. They discuss the importance of clarity over cleverness in software interfaces, the evolving role of AI in content creation, and practical insights on designing user experiences with precision. Valdez highlights the collaborative nature of content design, the balance between human judgment and AI assistance, and the critical role of terminology. Aspiring UX writers will find valuable tips on simplifying complex concepts and working effectively with AI tools to enhance their content design processes. 00:00 Introduction and Host Welcome00:15 The Role of Writing in UX01:27 The Importance of Words in UI02:42 Content Design at ServiceNow04:18 Challenges in Writing for Interfaces05:54 Collaborative Content Creation12:32 AI in Content Design14:23 Advice for New Writers Guest - Carol ValdezHost - Bobby BrillFor more information head over to our documentation site.Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS See omnystudio.com/listener for privacy information.

In this episode of TechBytes, product managers Doug Page and Irene Vieth talk about Collaborative Work Management (CWM), a new application to help plan, visualize, and collaborate on informal work tasks. CWM captures work that often falls through the cracks of formal project management by centralizing it in a user-friendly space with customizable features. Irene and Doug explain specific features like customizable columns, automations, and collaborative documents. They also provide insights into CWM’s development, future enhancements, practical use cases, and how to get started.Guest - Doug Page and Irene ViethHost - Steve MillerEpisode Producer - Chris Price For more information head over to our documentation site.Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS See omnystudio.com/listener for privacy information.

On this episode of TechBytes we discuss the concept of Controlled Friction in AI development going into detail about what it is and the importance of incorporating stopgaps and friction to ensure responsible and ethical AI design. Our guests, Di Le, an AI strategist and ethicist, and Hayley Mortin, a UX researcher, both at ServiceNow, delve into the role of corporations in improving AI, the need for realistic user expectations, and the significance of involving UX teams early in the development process. Guests - Di Le, Hayley Mortin Host – Bobby Brill Producer – Chris Price For more information head over to our documentation site. Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS  See omnystudio.com/listener for privacy information.

Abhi Roy, Sr. Outbound Product Manager at ServiceNow, discusses Cloud Cost Management, its importance, challenges faced by companies, and how ServiceNow's cloud cost management product addresses these challenges. He also highlights the integration of cloud cost management into company operations and the future developments of the product. Guest - Abhi Roy, Sr. Outbound Product Manager at ServiceNowHost - Steve MillerEpisode Producer - Chris Price For more information head over to our documentation site.Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS See omnystudio.com/listener for privacy information.

On this episode of TechBytes we discuss the significance of curiosity in understanding product use and the role of AI in technical writing. Our guest is Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow, and shares her experience as a technical writer and manager, emphasizing the evolution of technical writing from formal to conversational style. She also highlights the value of AI as a tool to enhance efficiency and provide different perspectives. Katie also points out the importance of curiosity in technical organizations for seeking knowledge and gathering information.Guest - Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow Host - Bobby Brill, Senior Multimedia Producer For more information head over to our documentation site. Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS See omnystudio.com/listener for privacy information.

On this episode of TechBytes we talk with three experts in the field of language and linguistics and delve into the importance of linguistics in making AI successful. Our discussion includes Roberto Bacci, Manager, Content Development in ATG, along with Midam Kim and Ryan Dux, both Senior Linguists in ATG here at ServiceNow. We get a quick lesson in linguistics and how it is paramount in achieving the goal of making large language models more human-like and emotionally intelligent for customer interaction, and the application of linguistics in enhancing AI and LLMs at ServiceNow. The team also explores the role of emotion, empathy, friendliness, and trust in AI communication and interaction, highlighting the various challenges and strategies involved. The conversation provides insights into the evolving field of linguistics and its impact on AI technology. Guests - Roberto Bacci, Midam Kim, Ryan Dux Host - Bobby Brill For more information head over to our documentation site. Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS See omnystudio.com/listener for privacy information.

In this episode of TechBytes we discuss the importance of human-centered AI, focusing on the collaboration between technology and humans. Jessa Anderson, manager UX Research at ServiceNow, talks about integrating UX research with generative AI, emphasizing transparency, feedback, and human oversight. We dive into the need to set realistic expectations, guide users on how to interact with AI, and elevate the human experience. Jessa also touches on the nuances of AI usability, the role of personas in UX research, and the significance of transparency in AI interactions. We have some great episodes coming in the next few weeks featuring more discussions on GenAI, UX, and Linguistics with guests including Di Le, Hayley Mortin, Katie Ott, Roberto Bacci, Midam Kim, Ryan Dux, Abhi Roy and more. Guest - Jessa Anderson - Manager, UX Research, AI Experience Research DepartmentEpisode host - Bobby Brill For more information head over to our documentation site. Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS See omnystudio.com/listener for privacy information.

This episode of TechBytes features a discussion between Di Le, Human Centered & Responsible AI Design Strategist at ServiceNow and Hayley Mortin, Sr. UX Researcher, AI/ML UX Research here at ServiceNow about the impact and evolution of AI, particularly ChatGPT, in various industries. They discuss the widespread adoption, ethical and societal concerns, public dialogue, and the transformative potential of AI in creative and bureaucratic processes. The conversation highlights the emerging roles and diverse skill sets that are gaining importance in the AI industry, along with the need for human oversight in AI decision-making. Guests - Di Le, Human Centered & Responsible AI Design StrategistHayley Mortin, Sr. UX Researcher, AI/ML UX Research Host - Bobby Brill, Senior Multimedia Producer For more information head over to our documentation site. Subscribe today! Apple Podcasts Google Podcasts Spotify Stitcher TuneIn RSS See omnystudio.com/listener for privacy information.