ServiceNow
ServiceNow provides cloud-based software to automate and digitize workflows across a variety of departments within enterprise organizations such as HR, IT, Finance, Legal, to name a few.
During my time at ServiceNow, I have been a part of several teams including: design systems, IT Service Management, and Workspaces. Currently, I am part of the Creator Workflows team working on App Engine Studio.
Role: Staff Product Designer
Creator Workflows
(2021-current)
App Engine Studio · Template Authoring (released March 2022) | Product documentation page
Context: At an enterprise company, teams from different departments may need applications to do things like track employee requests or maybe keep track of inventory. Typically, teams will submit requirements to a development team to build internal applications that are specific to their use cases, but many times, these use cases overlap with those of other departments.
Design problem: As a developer using App Engine Studio, building the same app over and over with only slight changes is highly inefficient and tedious. On top of that, these apps may be developed by different engineering teams, creating inconsistencies in code and branding.
Design strategy: To address the design problem, I designed a solution that allowed developers to create custom app templates from scratch or using another application as a base, this allowed for flexibility and consistency for developers. The design also empowers developers to set configurations so applications have sets of “guardrails” so they can’t be customized any further than what is approved by the development team.
Outcome: The Template Authoring experience allows developers to create custom application templates for frequently requested use cases across departments within their company. This way, employees can go to a portal to see all the templates available by use case and get their app up and running quickly, while maintaining brand and development standards.
Digital Portfolio Management (2020)
Digital Portfolio Workspace (released March 2022) | Product page
Context: Portfolio managers are responsible for procurement and managing the lifecycle of apps and services that employees at a company use (ex. Slack or Zoom).
Design problem: To this day, the work done portfolio owners is disjointed, they work with a variety of planning tools, spreadsheets and reporting systems which makes it hard for them to get a holistic view of a single product.
Design solution: Digital Portfolio Management provides a single interface to keep track of the usage and performance of these products and make decisions on when to roll out new features, renew licenses or discontinue use.
IT Service Management (2019)
Mobile Agent App (released March 2020) | Product page
Context: IT Service Management (ITSM) is ServiceNow’s best selling product catered towards IT teams looking to optimize the workflows service agents go through when addressing an employee or customer request.
Design problem: Prior to the mobile release of this product, agents could only use ITSM on a desktop experience, which was limiting for mobile agents and their managers.
Design solution: With this fully customizable app, managers and agents can enable all the most frequently used features from their ITSM instance in order to respond to cases from anywhere. As an agent, users can access knowledge base articles and assist customers directly on their mobile devices. As an agent manager, users get access to see which agents are on-call, assign cases, and quickly approve tasks.
Design Systems
(2017)
Agent Workspace Design System (released March 2019) | Product page
Context: In 2017, I contributed to the design system for the Agent Workspace product, a platform for service agents to respond to tickets, keep track of customer enagagement, mitigate incidents and all in a single interface.
Design solution: Most of ServiceNow products have the ability to be white-labeled, with that in mind, every component was designed to be rebranded and configured to suit the needs of every customer.