Patented Product
I was awarded a patent for the work I did on the forecasting product.
Working for ServiceNow was a great opportunity to stretch my wings in a B2B product. ServiceNow has over 7000+ clients servicing tens of thousands of users. They produce an effective and user-centric IT product.
I, and my team, worked on the WFO (Workforce Optimization) product. WFO started out as a very basic product surfacing schedules and reports. Under my time there we were able to expand the product to include: skill based training and coaching, learning management (including 3rd party), escalation, and forecasting. I was awarded a patent for the work I did on the forecasting product.
Working with a large company like this provided an interesting task when it came to user research. There was a lot of red tape involved and there was a research team. I was able to cut through that tape to join and lead various research projects which led to the forecasting product and learning management. We were able to get the right qualitative data that led to appropriate product expansion.
Skills Employed for this project:
Work with product management on project objectives and allocate resources to achieve the objectives as measured against plans
User research
Whiteboarding
Map, maintain and evangelize the end-to-end customer journey for this new experience
Lo-fi/Hi-Fi prototyping
Design and conduct qualitative and quantitative research studies, including user interviews, in-person or remote usability studies, focus groups and surveys
Product creation and iteration
Led the team of designers and PMs by establishing timelines and implementation