The Digital Experience and ServiceNow team designs, builds, and supports the digital services that enable staff, collaborators, and the global scientific community to interact with EMBL-EBI. We combine expertise in web development, user experience (UX), and IT service management to create accessible, secure, and user-centred services that support EMBL-EBI’s scientific and organisational mission.

We work in partnership with scientific groups, corporate functions, and technology teams to deliver modern digital platforms, improve service quality, and enhance the overall user experience. Through technical excellence, user-centred design, and platform innovation, we help ensure that EMBL-EBI’s digital services remain reliable, scalable, and easy to use.

As digital technologies and user expectations continue to evolve, so does our remit. Building on our strong foundations in web development, UX, and ServiceNow, we are evolving towards a broader Digital Experience (DX) function with the ambition to create more connected, intelligent, and seamless digital experiences that improve both user journeys and operational efficiency.

Our Activities

Web Development

We design, develop, and maintain EMBL-EBI’s corporate websites and digital platforms, delivering secure, accessible, and high-performing web services. We support projects through modern engineering practices, reusable components, platform integrations, and ongoing technical support.

Key capabilities

• Corporate websites and digital platforms
• Front-end and back-end development
• Content management systems
• Platform integrations
• Accessibility and performance optimisation
• Design systems and reusable components
• Hosting, maintenance, and technical support

User Experience (UX)

We help teams better understand their users and design services that are intuitive, inclusive, and evidence-based. Through research, usability evaluation, accessibility, and service design, we support projects from discovery through delivery, ensuring user needs remain central throughout the design and development process.

Key capabilities

• UX standards and best practices
• User research and usability testing
• User journey mapping
• Service design and facilitation
• Information architecture
• Accessibility reviews and guidance
• Interaction design
• UX standards and best practices

Read more about UX at EMBL-EBI

ServiceNow & IT Service Management

We lead the development, operation, and continuous improvement of EMBL-EBI’s ServiceNow platform, supporting efficient IT service delivery through automation, standardisation, and modern service management practices.

Key capabilities

• IT Service Management (ITSM)
• Workflow automation
• Service catalogue development
• Asset and configuration management
• Platform integrations
• Self-service capabilities
• Platform governance and optimisation

Our Digital Experience (DX) direction

Digital experiences are no longer confined to websites. Users increasingly expect to discover information, access services, and complete tasks seamlessly across multiple digital channels.

Our DX direction builds on our existing expertise to shape how users interact with EMBL-EBI’s digital services, through websites, enterprise platforms, APIs, workflows, and AI-enabled interfaces. We aim to bring together user-centred design, modern web technologies, automation, and service management to create connected, accessible, and intelligent experiences that support both people and digital workflows.

Areas of focus include

• Upskill and continuously adopt emerging technologies
• User-centred digital service design
• Connected experiences across platforms and services
• Accessible and inclusive digital services
• AI-assisted discovery and interaction
• Service automation and workflow optimisation
• Experience measurement and continuous improvement