ServiceNow — Workplace Service Delivery

Joined ServiceNow as the first designer on the Workplace Service Delivery team in 2019 — a team building products that didn't yet exist in the market. Over five years, I scaled the product from early market adoption to a mature enterprise platform contributing to a $3B business unit. My work spanned three major product areas: Map Studio (indoor mapping), Reservation Management, and Workplace Planning & Real Estate Forecasting.

Following the Mapwize acquisition, I led the design for Map Studio — a tool that lets enterprise customers build, manage, and publish indoor maps for their office spaces. This included both the desktop authoring experience and the employee-facing mobile map experience.

Challenge

Mapwize had a powerful but developer-centric mapping tool. The challenge was making it accessible to workplace admins with no GIS or coding background — while preserving the precision enterprise customers needed for large, complex campuses.

Outcome

Map Studio achieved a 47% active usage rate among installed customers — significantly above benchmark for an enterprise mapping product. The experience reduced map setup time and enabled admins to independently manage campus changes without engineering support.

Designed end-to-end reservation experiences for desks, rooms, and amenities — covering both employee-facing booking flows and admin management tools.

Challenge

Post-pandemic hybrid work transformed how employees use office space. Reservations needed to feel as easy as booking a ride — but had to accommodate complex enterprise policies: capacity limits, approval workflows, neighborhood assignments, and health attestations.

Outcome

Reservation Management reached 49% customer install rate and 31% active usage — strong metrics for an enterprise module. The product directly supported six-figure ACV deals ($100K–$750K) and became a key driver in the Employee Workflows business.

Designed forecasting and planning tools that help real estate and facilities teams make data-driven decisions about their portfolio — which offices to expand, consolidate, or close.

Challenge

Workplace leaders were making million-dollar real estate decisions based on gut feel and spreadsheets. The challenge was designing a system that could surface utilization data, model future scenarios, and present recommendations in a way that non-technical stakeholders could act on.

Outcome

The planning tools became key assets in enterprise sales cycles, enabling account teams to demonstrate ROI for large deals. Features supported expansions into accounts at the $100K–$750K ACV tier.