Employee Journey Management - Supporting Moments that Matter
Design Manager, HR Service Delivery at ServiceNow – Managed two designers, providing mentorship and guidance, while driving discovery, workshops, storyboarding, early wireframes, customer validation, and design reviews through launch.
Problem Statement / Discovery
Problem Statement: “Lifecycle events like onboarding, offboarding, promotions, and leave are critical moments in an employee’s journey. Having managed teams, I personally observed how fragmented processes across HR, IT, and other departments created friction for both employees and managers.”
Discovery Process: “Drawing on my experience as a manager, I contributed to journey mapping and storyboarding, highlighting gaps in support and communication. This perspective helped prioritize personalization, automated notifications, and cross-department workflow integration in EDM.”
Business Goals
Differentiate HRSD with a personalized employee experience offering.
Enable managers to support employees with guided, transparent journeys.
Reduce administrative burden by automating cross-department workflows.
Accelerate adoption with preconfigured experience packs.
Design Goals
Build journeys that are personalized, flexible, and scalable.
Give managers a clear view of employee progress and actions.
Create opportunities for feedback and continuous improvement (via Listening Posts).
Deliver learning in the flow of work with personalized recommendations (via Learning Posts).
Ensure journeys can be initiated and tracked seamlessly on desktop and mobile.
Discovery Process
Workshops & Research – Partnered with customers to understand pain points in onboarding, transitions, and reskilling.
Journey Mapping – Documented employee and manager touchpoints across functions to identify breakpoints and opportunities.
Early Wireframes & Storyboards – Collaborated on concepts to visualize how personalized journeys could replace siloed processes.
Validation Sessions – Tested prototypes with HR leaders and managers to refine task flows, notifications, and personalization options.
Design Direction – Oversaw execution by design team, ensuring alignment to Now Design System and scalability across use cases.
Outcomes
Launched Employee Journey Management, including personalized journeys, Listening Posts, and Learning Posts.
Reduced onboarding completion time in pilot customers by ~25% through automation and clear task tracking.
Delivered prepackaged Employee Experience Packs to accelerate adoption.
Established reusable patterns for personalized content, AI-driven learning recommendations, and survey integration.
Key Leadership Insights
Personalization is the differentiator — generic workflows fail in moments that matter; tailoring drives engagement.
Cross-functional alignment is critical — journeys span HR, IT, Legal, and Workplace, requiring enterprise-wide collaboration.
Design management means orchestration — guiding storyboards, early wireframes, and validation ensured the team delivered a product anchored in user needs while I scaled impact through design leadership.
