Patented 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

Charts...lots of charts!

Telematics Dashboard (name withheld for privacy reasons)

Problem: Clunky, old, programmer-built dashboard for a global telematics company. Hidden menus, no usability flow, Windows 2000-esque appearance.

Insights: Through some user testing, and surveys we were able to define a couple of pain points that could be eased with a more direct user interface.
#1 - Reports were not being accessed, or rarely being accessed, due to being hidden in a small menu.
#2 - Widgets were not being used because they were not simple enough.
#3 - Widgets and reports are virtually the same thing.
#4 - Some reports do not show visually appealing data, or potentially have too much data. (For example, hundreds of points of interest on a given driver’s route x multiple drivers.)

Skills Employed for this project:

• Work with product management on project objectives and allocate resources to achieve the objectives as measured against plans

• 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 a remote team of designers (India) by establishing timelines and implementation