Discipline
UX Research, Product Design
Timeline
Jun - Aug 2020 (Intern)
Sept 2020 - Apr 2021 (Associate.)
For
ServiceNow - IT Strategic Initiatives
Tools
Miro, Sketch, Abstract, Invision
Role
Sole UI/UX Designer
Team
ServiceNow Strategic Initiatives Team (comprised of several PMs, engineers and business analysts)
Summary
Over the summer and into the fall of 2020 and under Ana Borich’s (Sr. Manager) and Vishwa Shroff’s (Project Manager) guidance, I worked on three internal sales solutions. As the sole designer on the Strategic Initiatives Team, I juggled between conducting user research for several projects at a time, designing wireframes, and conducting miscellaneous design tasks with engineers.
Due to NDA restrictions, I am unable to share any of the progress or visuals of the projects, so please contact me: jagopang@gmail.com if you want to find out more!
Reflection & Takeaways
I was fortunate that ServiceNow continued their summer internships despite the pandemic, especially with me being back in Hong Kong! Despite the struggles of working nocturnally, I was able to:
Learn how to collaborate within Agile, business-heavy, cross-functional teams.
Given I was the only designer, I worked mainly with people of business and engineering backgrounds, thus allowing me to think critically within those lenses and apply product-based thinking to the designs I create. This was also the first time working under the sprint-based framework, thus turnover rates were quick and changes were pushed frequently.
See that B2B enterprise services still can be human.
The common stereotype with enterprise design is that it is “boring” and “corporate”, but after interviewing and working with executives, I realized that at the end of the day it is people who are using these services. At ServiceNow, a great user experience is at the core of their solutions. I took this to heart, and made sure my designs embedded this.
At ServiceNow, I was lucky to not only be able to talk and work cross-collaboratively to members within the team, but also those outside the company and even abroad during user testing. I used these opportunities to also learn more about the company, and what they love about it. Overall, I really enjoyed my experience at ServiceNow, and I was able to see the real impact of work.
