Reimagining a low-code app for building AI assistants
Reimagining a low-code app for building AI assistants
Company
ServiceNow
Timeline
2022
Role
Design Lead
Impact
Shortened time-to-value by 2x.
Impact
Shortened time-to-value 2x
Overview
When ServiceNow launched Virtual Agent Designer (VAD) in 2019, customers were excited by the prospect of building powerful artificial agents using VAD’s self-serve interface. By 2022, however, much of Designer’s potential remained unrealized. Nearsighted feature enhancements over the years had given way to a complex creator experience that overwhelmed customers and slowed down time to value.
I led design for VAD 2.0: an overhaul of the existing product into a coherent, future-focused experience accessible to users of all technical abilities and consistent with the ServiceNow ecosystem. I worked with research, content, product, development, artificial intelligence, R&D, and other cross-functional stakeholders to realize the MVP of the new VA Designer.
Overview
When ServiceNow launched Virtual Agent Designer (VAD) in 2019, customers were excited by the prospect of building powerful artificial agents using VAD’s self-serve interface. By 2022, however, much of Designer’s potential remained unrealized. Nearsighted feature enhancements over the years had given way to a complex creator experience that overwhelmed customers and slowed down time to value.
I led design for VAD 2.0: an overhaul of the existing product into a coherent, future-focused experience accessible to users of all technical abilities and consistent with the ServiceNow ecosystem. I worked with research, content, product, development, artificial intelligence, R&D, and other cross-functional stakeholders to realize the MVP of the new VA Designer.