Next-Generation Workplace Reservation Management
Senior Design Manager, Workplace Services at ServiceNow – Led the vision and strategy for next-generation workplace services, guiding the design team through discovery, design, and delivery to ensure quality, timeliness, and cross-functional alignment.
Jan 2024 - May 2025 - 4 quarterly releases
Project Overview
As Senior Design Manager for Workplace Services at ServiceNow, I directed the redesign of the Workplace Reservation Management experience to set a new standard for employee workplace services. This mobile-first, fully responsive solution was shaped through iterative discovery, stakeholder alignment, and hands-on leadership—ensuring releases met business goals, user needs, and the highest quality standards.
Problem Statement
Employees needed a faster, more intuitive way to connect with spaces, services, and amenities—especially from mobile devices. Existing tools were not optimized for small screens, making it difficult to reserve spaces, manage services, and collaborate while moving between locations.
Business Goals
Improve cross-device accessibility with a mobile-first, responsive solution
Boost adoption and satisfaction by making workplace reservations easier anywhere, anytime
Streamline processes to increase efficiency and productivity
Design Goals
Deliver a seamless, intuitive, and self-service reservation experience.
Reduce friction in booking and managing spaces, services, and amenities.
Integrate with tools employees already use (Outlook, Google Calendar, Zoom, Teams).
Support quick access with features like QR code scanning and location directory links.
Create a scalable design system to support future releases and enhancements.
Prioritize mobile workflows and UI patterns without compromising desktop usability
Simplify reservation flows for faster completion on small screens
Ensure consistency and accessibility across multiple devices and platforms
Team Goals
Align cross-functional teams on a mobile-first product vision
Deliver high-quality, on-time releases across multiple phases
Share progress and design rationale with leadership, cross-functional partners, and customers
Discovery Process
Research & Insights – Guided the team in conducting user interviews, analytics reviews, and competitive benchmarking to identify opportunities.
Pain Point Mapping – Directed analysis to pinpoint critical usability gaps, with an emphasis on improving mobile experience.
Collaborative Workshops – Facilitated Miro-based sessions with cross-functional teams, applying methods like affinity diagramming, storyboarding with forced ranking, the $100 test, and assumption smashing to generate and prioritize solutions.
Prototyping & Testing – Oversaw the creation of mobile-first, responsive prototypes, ensuring testing with real users for validation.
Iteration & Refinement – Provided strategic direction for ongoing improvements, aligning stakeholder and customer feedback with design goals.
Outcomes - Strategic Impact
The initiative introduced a new way of working that improved how teams collaborate across departments, engage with customers, and share ideas—impacting both the employee experience and the product strategy. The redesign modernized the Workplace Reservation experience and made it truly mobile-friendly—empowering employees to reserve spaces, configure services, and collaborate seamlessly whether in-office or remote. By streamlining the reservation process and integrating with existing workflows, the design elevated workplace productivity, kept employees connected, and created new opportunities for revenue growth through enhanced productivity.
Key Leadership Insights
Mobile-first thinking ensures accessibility for a modern workforce.
Integrating customer research and user testing throughout the process equals a solid outcome.
Flexibility and openness to new tools and discovery workshop activities to accelerate delivery
Clear communication across design, engineering, and leadership ensures alignment and quality
