My Role and Contributions
As Design Architect, I led the effort to conceptualize the framework that shaped product strategy for our business unit — a direct result of pairing design strategy with product strategy, which gave our cross-functional teams a unified direction.
That work also established early design patterns on the ServiceNow platform and influenced the direction of the next iteration of the Horizon Design System.
Process
AI native design process
As our team adopted AI tools like Claude Code, I led the shift in how we work. I connected Figma MCP to Claude Code and built out a prototyping workflow in VS Code and GitHub — then brought designers along, growing their skillsets so the team could go from idea to working code faster than before.
Customer centric
Designing AI experiences takes both data and a deep understanding of how customers perceive an experience that keeps changing under them. Throughout product development, we stayed close to our customers — learning what they actually expect. In the enterprise, the stakes are higher: imprecise AI carries real risk, which makes getting the experience right essential.
Knowledge 2026
The design framework can be seen across various CRM session at Knowledge 2026. To learn more, watch the demo for CRM: Smarter, Faster Sales at Knowledge 2026
