ServiceNow offers two distinct user interface experiences: the modern Next Experience UI (also known as Polaris) with its unified shell approach, and the traditional Classic UI with its familiar application navigator. This comparison helps ServiceNow administrators and architects understand the key differences and plan their interface strategy.
Side-by-side comparison
| Category | Next Experience UI (Polaris) | Classic UI | Edge |
|---|---|---|---|
| Navigation Model | Uses a unified shell with collapsible left navigation, global search, and contextual tabs. Single browser tab experience with dynamic content loading. | Traditional application navigator with expandable modules and extensive menu hierarchy. Each application typically opens in separate browser tabs or windows. | Next |
| Workspace Support | Built-in workspace framework with configurable layouts, multiple record views, and embedded related lists. Supports declarative workspace creation. | Limited workspace capabilities, primarily relies on traditional forms and lists. Requires custom development for advanced workspace-like experiences. | Next |
| Mobile Experience | Responsive design optimized for mobile devices with touch-friendly interfaces and adaptive layouts. Consistent experience across devices. | Requires separate ServiceNow mobile app for optimal mobile experience. Web interface not fully optimized for mobile browsers. | Next |
| Customization Options | Declarative customization through workspace editor, theme builder, and UI builder. Limited access to underlying HTML/CSS compared to Classic. | Extensive customization capabilities including UI macros, client scripts, and direct HTML/CSS modifications. Greater flexibility for complex customizations. | Classic |
| Performance | Single-page application architecture with lazy loading and optimized resource management. Faster navigation between applications once loaded. | Traditional page-based loading with full page refreshes. Can be slower for navigation but may load individual pages faster initially. | Next |
| Learning Curve | Modern interface familiar to users of contemporary web applications. Intuitive for new users but requires adjustment for Classic UI veterans. | Established interface with extensive documentation and community knowledge. Familiar to existing ServiceNow users and administrators. | Tie |
| Feature Parity | Growing feature set but not all Classic UI functionality is available. Some advanced administrative features still redirect to Classic UI. | Complete feature access with all ServiceNow capabilities available. Remains the fallback for features not yet available in Next Experience. | Classic |
| Future Development | Primary focus for new ServiceNow features and enhancements. Receives regular updates and new capabilities with each release. | Maintenance mode with limited new feature development. ServiceNow's long-term strategy focuses on Next Experience UI advancement. | Next |
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Navigation and User Experience
Next Experience UI transforms ServiceNow navigation with its unified shell approach, eliminating the need for multiple browser tabs and providing a more cohesive user experience. The collapsible navigation panel and global search capabilities make it easier to move between applications and find information quickly. Classic UI's hierarchical application navigator, while familiar to long-time users, can feel dated compared to modern web applications and requires more clicks to access deeply nested functionality.
Workspace Capabilities and Productivity
The workspace framework in Next Experience UI represents a significant advancement in how users interact with ServiceNow data. Configurable layouts allow users to see related information in context, reducing the need to navigate between different screens. Classic UI lacks this integrated workspace concept, requiring custom development or third-party solutions to achieve similar functionality. This difference significantly impacts user productivity, especially for roles that require comprehensive data views.
Mobile and Cross-Device Experience
Next Experience UI's responsive design provides a consistent experience across desktop, tablet, and mobile devices without requiring separate applications. This unified approach simplifies deployment and user training while ensuring feature parity across devices. Classic UI's mobile limitations require organizations to maintain separate mobile app deployments and may result in feature gaps between desktop and mobile experiences.
Customization and Development Considerations
While Next Experience UI offers powerful declarative customization tools that enable rapid development without coding, it places some limitations on deep customization compared to Classic UI. Organizations with extensive UI customizations or complex branding requirements may find Classic UI's flexibility more suitable. However, ServiceNow continues to expand Next Experience UI's customization capabilities with each release, gradually closing this gap.
Migration Timeline and Strategy
ServiceNow has not announced an end-of-life date for Classic UI, but the strategic direction clearly favors Next Experience UI development. Organizations should plan for gradual migration, starting with pilot user groups and specific use cases. The hybrid approach allows organizations to transition at their own pace while ensuring users can access all required functionality during the migration period.
Which should you choose?
Choose Next Experience UI (Polaris) when
Choose Next Experience UI when deploying ServiceNow for new users, implementing mobile-first strategies, or prioritizing modern user experience and productivity features. It's ideal for organizations that want to align with ServiceNow's future direction and can work within its current feature limitations. Next Experience UI is particularly beneficial for customer service, HR service delivery, and other end-user focused implementations where workspace capabilities and intuitive navigation provide significant value.
Choose Classic UI when
Choose Classic UI when you have extensive existing customizations, require access to advanced administrative features not yet available in Next Experience, or have users who are highly proficient with the traditional interface. It's also suitable for organizations that need complete feature parity immediately and cannot accommodate a gradual migration approach. Classic UI remains necessary for certain specialized use cases and complex integrations that haven't been fully ported to the new interface.
Verdict
Next Experience UI represents the future of ServiceNow's user interface and offers superior user experience, mobile support, and productivity features for most use cases. However, Classic UI remains relevant for organizations with specific customization needs or those requiring immediate access to all ServiceNow features. The optimal approach for most organizations is a planned migration strategy that gradually transitions users to Next Experience UI while maintaining Classic UI access for specific functions until full feature parity is achieved.
Frequently asked questions
Can I use both Next Experience UI and Classic UI simultaneously?
Yes, ServiceNow supports a hybrid approach where users can switch between interfaces as needed. Organizations commonly use this during migration periods, allowing users to access Next Experience UI for daily work while falling back to Classic UI for specific administrative tasks or features not yet available in the new interface.
Will my existing customizations work in Next Experience UI?
Most backend customizations will work, but UI-specific customizations may require modification or rebuilding. Client scripts, UI policies, and custom CSS may need updates to work properly in Next Experience UI. ServiceNow provides migration tools and documentation to help assess and convert existing customizations.
Does Next Experience UI impact ServiceNow licensing costs?
No, choosing Next Experience UI over Classic UI does not directly impact licensing costs. Both interfaces are included with standard ServiceNow subscriptions. However, the improved productivity and user experience may influence decisions about user license types and quantities.
How long will Classic UI be supported by ServiceNow?
ServiceNow has not announced an end-of-life date for Classic UI and continues to provide maintenance support. However, new feature development focuses primarily on Next Experience UI. Organizations should plan migration strategies while ServiceNow continues dual support to ensure adequate transition time.
What training is required when migrating from Classic to Next Experience UI?
Users typically need 2-4 hours of training to become comfortable with Next Experience UI navigation and workspace concepts. The learning curve is generally steeper for power users familiar with Classic UI shortcuts and deep navigation paths. ServiceNow provides comprehensive training resources and migration guides to support the transition.
Are there performance differences between the two interfaces?
Next Experience UI generally provides faster navigation between applications after initial load due to its single-page architecture, while Classic UI may have faster individual page loads. Network conditions, browser capabilities, and specific use cases can impact performance differently for each interface. Most organizations report improved overall user experience with Next Experience UI despite occasional initial loading delays.
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