Project overview
At ServiceNow’s Workflow Design Studio, I led strategic design engagements for marquee clients across EMEA—including Philips, NatWest, Nestlé, HSBC, and more. The studio operated at the intersection of design, technology, and business value, helping enterprise clients tackle critical challenges through human-centered design and showcasing how the ServiceNow platform could unlock scalable solutions.
Our mission was to bridge complex business needs with platform capabilities, translating insights into tangible proof-of-concepts (PoCs) that accelerated customer buy-in and solutioning during the pre-sales cycle.
What we did
- As Engagement Lead, I delivered high-impact strategic design experiences while shaping the broader consulting capability:
- Led cross-functional client engagements, bringing together enterprise architects, solution consultants, developers, and value strategists to co-create meaningful outcomes with customers.
- Applied design thinking to uncover root causes of complex business problems and translated those into platform-based PoCs that demonstrated clear ROI and feasibility.
- Engaged executive stakeholders and facilitated workshops to align diverse business units around shared pain points and opportunities.
- Created a strategic consulting offering that streamlined the customer journey across the sales organization—eliminating redundancies and offering clients a unified, seamless experience from discovery through solutioning.
- Drove internal alignment between sales, pre-sales, and consulting—resulting in improved collaboration, faster client onboarding, and stronger matches between client needs and ServiceNow’s capabilities.
