On November 26, 2024, SYSLABO spoke at ServiceNow Creator Workflows Champion Circle. We took part as a panelist in the first edition of this event hosted by ServiceNow.
The theme of our talk was “Introducing a citizen development mockup app built with generative AI.” Based on our experience of building a prototype business card management app for internal use with ServiceNow’s Now Assist for Creator, we talked about the benefits and difficulties of bringing generative AI into development.
Turning what you want to build into a prototype with generative AI
Even when you think “an app like this would be useful” in your work, it is surprisingly hard to convey that image in words alone. The people who use an app and the people who develop it may also picture different things.
If a prototype can be prepared early with generative AI, people can discuss concrete points while looking at the screens and how they work, such as “we also need this information” or “we want this part to be simpler.” In citizen development, where people who know the work well take part in building apps, AI helps turn ideas into something concrete.
How you communicate with AI is also an important part of building an app. We organize who will use it, in what situations, and what they want to be able to do. When these points are clear, requests to AI become specific, and it becomes easier for people to align their understanding. We reflect what we notice in the prototype in the next instructions and corrections, and bring it closer to what we want to build.
Checking AI output from a business perspective
It is important to check prototypes made by AI from the point of view of the people who will use them. We check whether the necessary information is there, whether the screen flow is natural, and whether it works as intended. To shape a prototype into something that fits the actual work, checks and adjustments by people are essential.
When an app is used in business, you also need to think about who can view and update information, and who will handle changes and problems during operation. It is important to organize the issues found through prototyping and connect them to implementation, testing, and preparation for operation.
AI gives shape to ideas, and people make decisions that fit the work. We believe that combining both makes it easier to reflect the wishes of users in development.
Sharing experiences and insights among users
After the talks, participants enjoyed networking and a quiz. Along with questions about ServiceNow features, there was a challenge to guess potato chip flavors, which made for a relaxed time together.
We were able to share what we learned from trying generative AI and to talk with people who use ServiceNow at other companies. It was a rewarding opportunity to enjoy both technical discussions and exchanges among users.
