What I did

UX Design

I led the documentation and consolidated experience design within OneX, a future vision for how people find knowledge and get work done across ServiceNow.

Collaboration with multiple teams

The challenge went beyond bringing content into one place. Documentation, University, and Community each served a different purpose. The experience needed to connect them around the user’s task while preserving what made each useful. I collaborated with Information Architecture, Content Strategy, Product and Design Systems team.

Project Overview

Before designing the screens, I worked with IA team, Content Strategy team, and the designers responsible for Community and University to shape the narrative and design epics.

Our shared narrative followed Jordan Silva, a platform owner preparing his organization for a ServiceNow upgrade. He needed to understand the changes, assess their implications, learn what was required, and apply that knowledge.

His goal crossed several experiences. An upgrade notification led into documentation. Documentation raised questions that peer advice and training could help answer. What he learned then informed his implementation.

That sequence gave us a common basis for the design work: what Jordan needed at each moment, which experience should support him, and what context needed to carry forward.

What I did

UX Design

I led the documentation and consolidated experience design within OneX, a future vision for how people find knowledge and get work done across ServiceNow.

Collaboration with multiple teams

The challenge went beyond bringing content into one place. Documentation, University, and Community each served a different purpose. The experience needed to connect them around the user’s task while preserving what made each useful. I collaborated with Information Architecture, Content Strategy, Product and Design Systems team.

Project Overview

Before designing the screens, I worked with IA team, Content Strategy team, and the designers responsible for Community and University to shape the narrative and design epics.

Our shared narrative followed Jordan Silva, a platform owner preparing his organization for a ServiceNow upgrade. He needed to understand the changes, assess their implications, learn what was required, and apply that knowledge.

His goal crossed several experiences. An upgrade notification led into documentation. Documentation raised questions that peer advice and training could help answer. What he learned then informed his implementation.

That sequence gave us a common basis for the design work: what Jordan needed at each moment, which experience should support him, and what context needed to carry forward.

Turning the narrative into design decisions

Translating the user journey

I translated Jordan’s documentation journey into screens and interaction flows, working with the other designers on the transitions between our areas.

Translating the user journey

I translated Jordan’s documentation journey into screens and interaction flows, working with the other designers on the transitions between our areas.

Personalized documentation & AI assistance

My focus was helping him understand what had changed, what applied to his environment, and what to do next. The explorations brought together personalized documentation, contextual assistance from Otto, and relevant resources from across ServiceNow.

Personalized documentation & AI assistance

My focus was helping him understand what had changed, what applied to his environment, and what to do next. The explorations brought together personalized documentation, contextual assistance from Otto, and relevant resources from across ServiceNow.

Conhesive narrative

The narrative kept those decisions connected. A recommendation needed to help Jordan continue his task. A transition needed to preserve the context he had already established.

Conhesive narrative

The narrative kept those decisions connected. A recommendation needed to help Jordan continue his task. A transition needed to preserve the context he had already established.

Turning the narrative into design decisions

Giving the experience a clear structure

Alongside the narrative work, I explored how people could find content without following a prescribed journey.


I separated product selection from content discovery, giving product, capability, task, and resource distinct roles. People could browse by what they were working on or by what they needed to do.


Release, implementation stage, content type, and audience helped make relevance easier to judge before opening a resource.

Bring AI help into the task

I worked on how Otto’s contextual AI assistance would fit into the documentation experience, where people could invoke it, what context it needed, and how its responses connected to their next step.


I designed flows that let him select content, ask Otto to explain its implications, inspect the supporting sources, and continue the conversation alongside the documentation. The page remained available as a reference throughout.


We also explored how Otto could connect documentation with relevant Community discussions and University learning. I worked with the designers across those experiences to carry the narrative through those transitions.

What the work delivered

OneX remained a future vision and did not launch yet.

The work gave the team a shared narrative, defined areas for exploration, and concrete screens for discussing the next steps. Product, Content Strategy, IA, Research, and leadership praised the quality of the work and the breadth of the explorations.

For me, the strongest contribution was connecting decisions across the journey, from the initial narrative to the details of finding, understanding, and using knowledge.

The next step would be to test whether people could move between a guide, a course, and a discussion without losing their place.

What the work delivered

OneX remained a future vision and did not launch yet.

The work gave the team a shared narrative, defined areas for exploration, and concrete screens for discussing the next steps. Product, Content Strategy, IA, Research, and leadership praised the quality of the work and the breadth of the explorations.

For me, the strongest contribution was connecting decisions across the journey, from the initial narrative to the details of finding, understanding, and using knowledge.

The next step would be to test whether people could move between a guide, a course, and a discussion without losing their place.