Advancing Health & Safety Through AI-Driven Product Discovery

Mar - May 2025

Project Overview

While advancing the Health and Safety product line—newly integrated into the Workplace Services business unit at ServiceNow—I explored opportunities for product growth through deep research into industry trends, competitive solutions, and evolving customer needs. Mapping these insights to our existing capabilities revealed a strategic new focus area. I then designed an innovative, AI-enhanced process for early product discovery—leveraging emerging tools for faster trend analysis, idea validation, and stakeholder communication—improving alignment across cross-functional teams, design leadership, and customer stakeholders.

Problem Statement

Following the integration of the Health & Safety product line into Workplace Services at ServiceNow, the business needed a faster, more strategic way to identify growth opportunities and align teams early in the product discovery phase. Without an efficient process leveraging emerging technologies, the team risked delayed innovation, missed market opportunities, and slower time-to-value for customer.

Business Goals

• Accelerate identification of high-impact growth opportunities within the Health & Safety product line

• Improve cross-functional alignment and collaboration early in the product discovery process

• Leverage AI and emerging technologies to enhance market and competitive research efficiency

• Increase leadership engagement and buy-in through transparent and data-driven communication

• Reduce time-to-market by streamlining ideation and validation workflows

• Empower design teams with better tools and processes to drive innovation and customer-centric solutions

Design Goals

• Foster a user-centric mindset throughout early discovery by integrating customer insights and feedback loops

• Create scalable design processes that support rapid iteration and hypothesis testing

• Enhance collaboration between design, product, and engineering teams to ensure cohesive solution development

• Enable designers with AI-powered tools to generate data-driven concepts and streamline creative workflows

• Improve clarity and transparency in design decisions through consistent communication with stakeholders

• Build a culture of innovation that encourages experimentation and continuous learning

Team Goals

• Cultivate a high-performing design team through coaching, mentorship, and skill development

• Foster open communication and collaboration across cross-functional teams to break down silos

• Empower team members to take ownership of innovation initiatives and contribute strategic ideas

• Establish clear roles, responsibilities, and workflows to increase efficiency and accountability

• Encourage continuous learning and adoption of new tools, including AI-driven technologies

• Promote a culture of psychological safety where experimentation and constructive feedback thrive

Discovery Process

I established clear milestones, deliverables, and timelines to explore industry trends, competitive solutions, and customer needs. I designed and documented a new discovery process that leveraged AI tools like Bing Image Creator, plus Miro, Photoshop, and Figma. This process was presented to stakeholders, cross-functional teams, and leadership to ensure alignment and was shared with designers, UX researchers, and content teams to enable consistent adoption. This streamlined, tech-enabled approach accelerated early product discovery and improved collaboration across teams.

Outcomes - Strategic Impact

This initiative sparked a new way of working—breaking down silos, inspiring richer customer conversations, and unlocking innovative ideas. By shaping the product’s future direction, it opens the door to meaningful business growth and lasting impact.

Key Leadership Insights

This initiative reinforced the value of adaptability when approaching processes or challenges in new ways. It highlighted the power of creativity and the importance of embracing new tools, perspectives, and ideas. Equally important was the impact of sharing these learnings with leadership, cross-functional partners, the design community, and customers.