Selected Work — hamer.co

The work behind the scale.

Selected moments where strategy, systems, and craft changed what the business could deliver. Full write-ups are access-gated — reach out to request a code.

Project Automate  ·  Employee Service Center  ·  Lifecycle Events  ·  Design Operating Model

Case Studies 4 case studies · access required
AI Design · Agentic Systems 2025 – 2026

Project Automate
designing the first AI worker.

Concept to availability in five months. How we designed an autonomous AI Specialist to resolve common IT support requests end to end through governed automation and human oversight, and why trust had to come before autonomy.

RoleLed product design and experience strategy for ServiceNow's first autonomous AI Specialist.
ScaleComplex enterprise service environments; end-to-end IT service request resolution; concept to limited availability in five months.
DecisionDesigned trust, escalation, and governed human oversight into the core of the AI Specialist experience.
OutcomeValidated the direction toward high-autonomy IT service resolution and reframed AI from copilot to AI specialist.
AI Product Design ITSM Agentic UX ServiceNow
Enterprise UX · 0 → $1B 2017 – 2023

Employee Service Center
reframing the whole journey.

What happened when we stopped designing portals and started designing end-to-end employee experiences. The foundational shift that became the backbone of a billion-dollar product line.

RoleLed design of the unified cross-department employee portal.
ScaleHR, IT, Legal, and Facilities across enterprise deployments.
DecisionReframed employee service as an end-to-end journey, not disconnected portals.
OutcomeBecame the conceptual backbone of Employee Workflows.
Employee Experience HRSD Service Design 0 → 1
Employee Experience · Core HRSD 2018 – 2020

Lifecycle Events the backbone, not the front door.

The Employee Service Center got the attention. Lifecycle Events did the operational work: a cross-department orchestration system guiding employees through high-stakes career moments across HR, IT, Legal, and Facilities. Now a core HRSD capability across hundreds of enterprises. At the time, it was a bet that orchestration was the missing layer.

RoleLed design of the cross-department employee lifecycle orchestration system.
ScaleHR, IT, Legal, and Facilities; now a core HRSD capability across hundreds of enterprise customers.
DecisionTreated onboarding, role changes, and offboarding as orchestration problems, not portal problems.
OutcomeSet the standard for employee lifecycle management in enterprise HR service delivery.
Service Design HRSD Orchestration UX Employee Experience 0 → 1
Design Operations · Org Scale 2019 – Present

The Design Operating Model
giving the practice a spine.

Fast-growing design teams develop a consistency problem. What started as a lifecycle process I built for HRSD became an operating model for the broader Experience organization at ServiceNow. It gave design a shared language and a way to show up in product conversations with rigor, not just instinct.

RoleLed and scaled the design practice and operating model from sole designer to global design organization.
ScaleEmployee Workflows grew toward $1B; HRSD team scaled from one designer to 19.
DecisionBuilt standards, rituals, and design infrastructure that could survive organizational change.
OutcomeSustained quality at scale and maintained zero designer attrition through change.
Design Operations DesignOps Process Design Org Scaling Design Leadership
Technology without humanity isn't progress. It's just noise.

— Kenneth James Hamer

Kenneth James Hamer

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