Vaccine Administration Management Solution (VAM)

ServiceNowUnited States of America

Connecting, Empowering, Optimizing

Production / Professional


Arushi Malhotra, Adit Gupta, Aparna Sainath, Cameron Wheeler, Efrat Orkin, Elizabeth Han, Rudrani Santape, Shibani Shah, Swathi Ranganathan


The Vaccine Administration Management Solution (VAM) provides capabilities for effective vaccine distribution, administration, and monitoring.
ServiceNow is committed to leveraging the Now Platform to help states and healthcare providers convert vaccines into vaccinations as quickly as possible. The Now Platform and Vaccine Administration Management solution have been deployed in just days by some providers, using ServiceNow’s workflow technology to rapidly improve vaccine distribution, administration, and monitoring.
VAM dramatically reduces wait time, operational overhead and eliminates overbooked appointments. Instead, users can select the date and time to receive their vaccination dose via a centralized booking system. For those who’d prefer to speak to someone, contact center agents can book appointments on behalf of recipients – with 100% confidence in the live scheduling data they’re accessing.
Through the successful design and implementation of VAM across the globe, the ServiceNow platform has now enabled more than 20 million vaccinations and counting.

Project Description

Vaccinating the world’s population against COVID-19 is arguably one of the most significant challenges facing us today. VAM provides capabilities for effective vaccine distribution, administration, and monitoring with the goal to help organizations streamline and accelerate their vaccination efforts and ensure a safe return to work and everyday life activities.

ServiceNow’s VAM solution supported President Biden’s goal to deliver 100 million vaccinations during his first 100 days in office and has now supported vaccinations for more than 20 million people globally and counting.

VAM was designed for three personas: Citizens, Admins and Clinicians. The ServiceNow vaccine patient engagement solution enables easy scheduling, management, and servicing of vaccination appointments. Some of its key features include:

– Request, reschedule, and cancel appointments

– Collect relevant pre-vaccination information and privacy consent

– Notify and remind users via email about upcoming appointments

– Bulk-schedule vaccination appointments

– Administer and record vaccinations

Case Studies

– Children’s Minnesota has reduced walk-in wait times from three hours to 20 minutes; successfully vaccinating nearly 1,400 staff members, caregivers, and the community in 11 hours.

– The Department of Homeland Security is facilitating vaccinations for its 240,000 employees providing vaccination eligibility checks and providing walk‑up vaccinations at mass vaccination sites across the country.

– Scotland’s National Health Services achieved its goal of vaccinating 5.5 million citizens in just three months.

– The State of North Carolina Department of Health and Human Services (NCDHHS) is relying on ServiceNow’s technology as the foundation for its command center for healthcare providers, clinicians administering the vaccine, and supporting NCDHHS staff to access the latest information related to state vaccine requirements and to get their vaccine‑related questions answered.

Design Process

With an urgent requirement for vaccinations across the globe, VAM was a fast-paced project that required efficient collaboration between designers, researchers, product managers, engineering and content. We had to deliver in a matter of weeks while ensuring that we follow all health protocols. We aimed to make the content and interactions precise, inclusive, and clear for a large demographic.

We conducted competitive analysis and secondary research to understand the domain and requirements better. We also conducted brainstorming sessions with SMEs, product managers and solution consultations to get a better grasp of citizen and clinician needs. This helped us uncover blind spots while eliminating presumptions.

To avoid informational gaps, we decided to seek rapid feedback at scale. The design prototypes were shared widely across the company to increase the speed of the feedback. The research team efficiently completed heuristic analysis of the product.

Guiding principles

We focused on three core principles:

– Easy way finding

– Information up-front and center

– Aesthetic and accessible experience

The team created multiple iterations for citizen and clinician experiences to ensure an efficient and optimal experience.

The research team produced plans for usability sessions for the clinician and citizen experiences. Remote usability sessions were conducted iteratively for two versions of the clinician platform while another dedicated session was done for the citizen experience. These sessions gave us clarity and confidence about our designs.


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