---
title: UX: Taxonomy Design or Review
description: This Accelerator provides Impact customers with guidance to optimize the content structure and navigation of their portal, focusing on categorizing knowledge and catalog content to improve usability and make information easier to find.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/accelerator-and-initiative-list/ux\_review\_unified\_taxonomy.html
release: australia
product: Accelerator and Initiative List
classification: accelerator-and-initiative-list
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Architecture Accelerators, Accelerator catalog, Accelerators and Initiatives, Using Impact, Impact]
---

# UX: Taxonomy Design or Review

This Accelerator provides Impact customers with guidance to optimize the content structure and navigation of their portal, focusing on categorizing knowledge and catalog content to improve usability and make information easier to find.

## Accelerator Overview

UX: Taxonomy Design or Review provides Impact customers with guidance to enhance their portal navigation and content structure to improve usability of their portal and findability of knowledge and catalog content. Additionally, this accelerator equips our customers with essential ServiceNow resources and leading practices guides to self-enable them to develop and refine their portal taxonomy.

## Package Availability

**Note:** This Accelerator is available for Impact Guided+ \(Platform Governance add-on\), Advanced and Total Packages.

## What you get

-   **Session Preparation**
    -   Provision a temporary instance
    -   Review customer’s portal taxonomy to uncover current state insights and identify actionable recommendations
    -   Review past user research and feedback, plus relevant insights and analytics
-   **Customer Coaching Session \#1 \(up to 1.5 hours\)**

    During this session, UX consultants cover the following depending on where customers are in their implementation journey:

    -   Review scope and expectations of the accelerator and confirm customer needs
    -   Discuss findings from the current portal taxonomy evaluation, along with initial improvement recommendations
    -   Present base system taxonomy models or an initial draft of the taxonomy
-   **Customer Coaching Session \#2 \(Optional Upon Recommendation - up to 1 hour\)**
    -   Continue discussion of taxonomy recommendations, if needed
    -   Opportunity for Q&A related to recommendations
-   **Outputs**
    -   Taxonomy findings
    -   Recommendation readout deck

## Requested customer resources

One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific.

|Customer Resource|Responsibilities|Required|Recommended|
|-----------------|----------------|:------:|:---------:|
|Product Owner|Manages Customer’s  ServiceNow  portal.|✓| |
|UX & OCM Expert|Primary stakeholders and advocates for user experience and organizational change management.| |✓|
|Process/Service Owner\(s\)|A senior leader within each business unit for each major process or service \(for example, incident, change, employee onboarding\) who is accountable for ensuring the process is fit for purpose.| |✓|
|Developer\(s\)|Writes code for the ServiceNow platform| |✓|
|Trusted Service Partner\(s\)|Attends ServiceNow Impact accelerator coaching session\(s\) to understand leading practices and potentially support customer going forward.| |✓|

## Requested Information/Access

-   Goals and pain points customer has identified on information architecture and taxonomy
-   Content inventory of existing taxonomy
-   Existing user research and feedback on current taxonomy, plus relevant insights, KPIs, and analytics

## Requested Information/Access

**Note:** Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the [Impact Accelerator Terms Matrix](https://www.servicenow.com/legal/servicenow-impact.html).