ServiceNow Portfolio
Welcome to my portfolio.
Please take a moment to browse. Since much of my work is done in collaboration with cross-functional teams, images are ones I created or worked on directly.
Templates: Inspire and Accelerate Development
My Role: Product Manager of Templates and Guidance
Responsibilities:
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Research: Competitive UI audits (8-10 completed)
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Product Definitions and Terminology Research
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Working with Devs/Design/Research to understand user
problems and ideate on possible solutions, features and designs -
Work across BUs, and other product PMs
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Analyse target user users (with UX Researchers) and
use cases in the market to identify and prioritize use cases-
Factor in technology or dependency restrictions
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Created the above modified Viability matrix and a tracker app
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Product Feature Specs: Write, Review, Update, Prioritize
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Create and manage 3-release Product Roadmaps for 4 products
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Monthly Stakeholder Product Reviews
Creator Studio: Seamless Developer Experience
My Role: Product Manager of Creator Studio
Pre-Dev Start Phases and Deliverables:
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User Segmentation Study: The Research team did a
long study and presented the results prior to the North Star -
Builder Framework: UX Audits of current suite of
experiences for presumed job to be done. The goal was to
identify similar UI patterns, and where there were opportunities
to simplify the user journey. I worked closely with a designer
and a UX architect to evaluate and proposal a direction
on merging the diverse experiences. -
North Star: Workshop with Multiple PMs, designers,
researchers and engineering to determine product
values and direction. -
Research: User Discovery
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Research: Concept Validation
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Terminology Study: I was the primary stakeholder
NEW UX Product Analytics
My Role: Product Manager of UI Admin
Outcome: Created and proposed a 4-release roadmap for
using the HEART Analytics Framework to build a robust set of product
analytics for a new UX platform of products.
Executed on first release and began the second before handing off.
The Service Revolution: Customer Experience for Employees
My Role: Product Owner of User Experience
Outcome: We transitioned over 1000 internal users to thecustomer experience that we had been improving for years.
PO Responsibilities:
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Manage and respond to customer feedback about experience
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Manage a rolling roadmap of projects and timelines for multiple end-user personas
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Manage prioritized backlog of project requests from internal teams, customers, and leadership
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Manage prioritized backlog of “one-off” improvements and defects
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Identify and work with stakeholders to gather requirements, create user flows and priorities
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Work with designers prototype, whiteboard, and ideate against requirements
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Validate designs with stakeholders and requirements
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Create epics and stories to work with design and development
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Work with development to estimate work and map out timelines
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Monthly Stakeholder presentations, to 80-100 people in 3-5 countries.
Included Project updates as well as UX Analytics -
Test ongoing development to make sure it satisfies the requirements
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Create and maintain Test Suites for each of the 6-8 end-user personas
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Run UAT with internal teams testing “as” the customer
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Create and maintain Knowledge base of 50+ customer-facing articles
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Review and approve scripts and videos for user-experience
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Write Community blogs, and attend user group meet-ups
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HI Service Portal: Evolving the Self-Service Experience
My Role: Product Owner of Customer Experience
Outcome: Over the course of three years, three portal redesigns, and nearly monthly feature updates, we transitioned to an amazing user experience for our customers.
Responsibilities:
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Manage and respond to customer feedback about experience
-
Manage a rolling roadmap of projects and timelines for multiple end-user personas
-
Manage prioritized backlog of project requests from internal teams, customers, and leadership
-
Manage prioritized backlog of “one-off” improvements and defects
-
Identify and work with stakeholders to gather requirements, create user flows and priorities
-
Work with designers prototype, whiteboard, and ideate against requirements
-
Validate designs with stakeholders and requirements
-
Create epics and stories to work with design and development
-
Work with development to estimate work and map out timelines
-
Monthly Stakeholder presentations, to 80-100 people in 3-5 countries.
-
Test ongoing development to make sure it satisfies the requirements
-
Create and maintain Test Suites for each of the 6-8 end-user personas
-
Run UAT with internal teams testing “as” the customer
-
Create and maintain Knowledge base of 50+ customer-facing articles
-
Review and approve scripts and videos for user-experience
-
Write Community blogs, and attend user group meet-ups
Data Analysis: The argument for documenting PRBs in the knowledge base
My Role: User Experience Business Analyst
Outcome: I was able to show that articles written withcustomer-empathy when creating the content in the knowledgebase had a measurable impact on IT support costs.
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Process:
Data Collection > Standardization > Validation > Conclusion​