Breanne Creelman
Sr. Practice Manager Experience
Breanne, Practice Manager of Experience, champions a human-centric design and technology approach. With 15 years experience, her expertise spans UX, design, marketing, and branding, creating experiences that enhance organizational strengths. Committed to user-first solutions, she has guided numerous customers in transforming the ServiceNow Platform. Collaborating closely with stakeholders and executives, Breanne delivers impactful, resonant solutions. Her passion for learning ensures innovation and empathy are at the core of every project.
Recent News
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Get faster ROI: Why AI is as much about experience as productivity
VM
Transforming without fear: A Roadmap to Service Desk Excellence
Proven AI protocols for optimizing the total experience
Proof that human-centered design results in a better experience
MP
UX: Beyond user interviews -leveraging feedback to meet user & stakeholder needs
Conference Sessions
Anticipatory design: Getting ahead of user needs
SES1719
<p>Great user experience requires proactive insight, not assumptions. This session strategies to continually gather feedback and data to get ahead of user needs. Learn how leveraging analytics, surveys, research, and stakeholder input to understand pain points before they arise. Learn processes to synthesize insights into actionable goals and iterate rapidly. Anticipatory design allows you to stay ahead of the curve and elevate experiences users will love.</p>
Proven AI protocols for optimizing the total experience
SPN1636
<p>If you're serious about putting AI to work, this roundtable is for you. Dave Wright, Chief Innovation Officer at ServiceNow®, will be joined by fellow AI experts at Thirdera and Cognizant to discuss how AI is optimizing growth, satisfaction, and continuous improvement. This is an opportunity to engage in a more in-depth dialog on solving common challenges and exploring the lesser-known capabilities of AI including emotional intelligence. Guided by practical insights stemming from real use case evidence, you'll discover how AI-driven transformation is no longer just a hypothetical.</p>
Proof that human-centered design results in a better experience
PAT1791
<p>Join this session to learn why a people-first design approach really matters. This session will specifically focus on client outcomes to highlight how this unique methodology adds value compared to traditional UX implementations. Not only will you see how your peers are creating a unified workforce via personalized communications, AI-powered capabilities, and intuitive global navigation; but, more importantly, you'll see how they're measuring the value of their UX investments via cost reductions, request automation, and adoption.</p>
Transforming without fear: A Roadmap to Service Desk Excellence
SES2552
<p>Don't let "transformation" scare you! Join Lloyds Bank for a therapeutic session that will outline their calculated path to Service Desk transformation with ServiceNow. Targeting enhanced efficiency without headcount reductions, Lloyds will share key requirements for designing a tailored digital experience along with insights on optimizing internal organizational alignment. Having used the ServiceNow platform since 2014, Lloyds will condense 10 years of "trial and error" into 20 minutes to help you make 'transformation' easier. This is your ticket to building a Service Desk of the future!</p>
The secrets of great portal user experiences
SES3006
<p>Join this session to learn the usability principles that will help build exceptional Service Portal and Employee Center experiences. From designing intuitive navigation to effective feedback mechanisms, attendees will gain essential knowledge to boost adoption and elevate end-user satisfaction.</p>
Get faster ROI: Why AI is as much about experience as productivity
SES2519
<p>Forget ROI, think ROX: Radical Customer Experience. Join this session as the presenters smash conventional notions and unlock the true potential of AI in ServiceNow<span style="font-size: 11.0pt;">®</span>. It's not just about efficiency, it's about transforming experiences that wow customers and drive exponential value. Learn real-world applications, innovative frameworks, and strategies for leveraging AI to enhance customer interaction, anticipate needs, and empower employees for unparalleled service.</p>
UX: Beyond user interviews -leveraging feedback to meet user & stakeholder needs
LAB2060-K23
In this session, you'll learn how to conduct effective user interviews that will help you gather insights to inform your design decisions. We'll cover the questions to ask your users and demonstrate the process. Additionally, we'll show you a demo of ServiceNow's survey tool to conduct quantitative surveys and gather stakeholder feedback. You will work with us to create questions, allowing you to incorporate your company’s voice and make data-driven decisions that deliver a better user experience.
Power move: Con Edison transforms the IT-to-IT experience
SPN2362
IT platform teams are evolving from reactive support roles to strategic business enablers. This session explores how Con Edison, one of the world’s largest energy delivery systems, reimagined platform management with ServiceNow. With 60% of users struggling to navigate IT portals, we'll showcase how they transitioned from task-driven support to service excellence on their journey to delivering a modern workplace. Attend to get an exclusive look at their redesigned portal and learn how optimized service taxonomy and intelligent workflows are transforming service delivery with users in mind.
Designing user experiences powered by Workflow Data Fabric
SPN2336
Curious how Workflow Data Fabric can transform your processes? This interactive workshop puts you in the driver’s seat. Our team of specialists, who have been immersed in Workflow Data Fabric since its launch, will guide your through collaborative process design exercises that showcase its performance potential. By sampling real-world use cases, you’ll see how Workflow Data Fabric integrates data, empowers AI agents, and streamlines operations, giving you the tools to drive efficiency and innovation in your organization.
The secrets to great user experience
SES3345
In this session, you’ll learn key usability principles to improve user experiences in the ServiceNow platform—even without formal UX training. We’ll break down common UX issues in straightforward language and give you hands-on opportunities to identify and solve them. Attendees will leave with practical tools to evaluate and enhance their current ServiceNow experiences, with a clear focus on improving usability moving forward.
Bringing real-time visibility to factory operations
SES2121
Daily shift guides are essential for managing factory operations - but without a mobile-friendly solution, compliance and efficiency falter. Enter FloorIQ, Thirdera's Built with ServiceNow offering, which transformed how Grupo Bimbo tracks and manages their factory floor. By deploying intuitive shift guides, they reduced reporting time, improved data quality, and increased compliance. Now, floor managers have real-time visibility throughout the day, and operations teams use guides for everything from daily tasks to new factory launches.