The work behind the scale.

Project Automate
designing the first AI Specialist.

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.

Role

Led product design and experience strategy for ServiceNow's first AI Specialist.

Scale

Complex enterprise service environments; end-to-end IT service request resolution; concept to limited availability in five months.

Decision

Designed trust, escalation, and governed human oversight into the core of the AI Specialist experience.

Outcome

Now handling 90%+ of ServiceNow's own employee IT requests; reframed AI from copilot to AI Specialist.

AI Product Design  ·  ITSM  ·  Agentic UX  ·  ServiceNow

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.

Role

Led design of the unified cross-department employee portal.

Scale

HR, IT, Legal, and Facilities across enterprise deployments.

Decision

Reframed employee service as an end-to-end journey, not disconnected portals.

Outcome

Became the conceptual backbone of Employee Workflows.

Employee Experience  ·  HRSD  ·  Service Design  ·  0 → 1

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.

Role

Led design of the cross-department employee lifecycle orchestration system.

Scale

HR, IT, Legal, and Facilities; now a core HRSD capability across hundreds of enterprise customers.

Decision

Treated onboarding, role changes, and offboarding as orchestration problems, not portal problems.

Outcome

Set the standard for employee lifecycle management in enterprise HR service delivery.

Service Design  ·  HRSD  ·  Orchestration UX  ·  Employee Experience  ·  0 → 1

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.

Role

Led and scaled the design practice and operating model from sole designer to global design organization.

Scale

Employee Workflows grew toward $1B; HRSD team scaled from one designer to 19.

Decision

Built standards, rituals, and design infrastructure that could survive organizational change.

Outcome

Sustained quality at scale and maintained zero designer attrition through change.

Design Operations  ·  DesignOps  ·  Process Design  ·  Org Scaling  ·  Design Leadership

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