Internal Visionary Concept • AI
AI-assisted employee learning
A strategic exploration of how to leverage unified internal data to direct ServiceNow Sales team members to impactful first- or third-party ai-powered learning experiences.
This project explored how AI-assisted learning could better support employees navigating complex systems and unfamiliar workflows. Rather than designing a single feature, the focus was on understanding how learning, guidance, and intent could be more naturally integrated into everyday work.
The problem
Executive pressure to deliver a next-generation, AI-assisted learning tool came without clear direction. At the same time, many partners were unaware of the foundational changes already underway in our back-end systems that would ultimately enable this new effort.
Instead of starting with a predefined solution, my work focused on clarifying those underlying data and platform changes, while applying emerging pattern thinking to align partners, reduce knowledge gaps, and define an iterative, system-based approach. This resulted in a shared vision presented to executive leadership and the global Sales organization in Fall 2025, outlining a clear and achievable path forward for employee learning integrated with a single internal data source.
Timeline
1 month
Role
Project lead
Type of work
Vision
Audience
Executives & Internal Sales teams
Strategic Planning
The following artifacts were created to clarify how a highly personalized AI experience could be powered by data flowing across disparate back-end services.
This work informed a series of low-fidelity animations that blended familiar ServiceNow interaction patterns with a strategic lens, making complex architectural concepts more approachable and illustrating an iterative path toward realizing the vision outlined in the next section.
Architecture mapping
Prior to this work, product teams had limited visibility into how underlying systems and data needed to be leveraged, creating a risk that strategic decisions would be made on incomplete assumptions and lead to downstream churn.
Current state
Transitional state
Emerging state
These graphics and animations marked SNU’s first attempt to connect executive vision with emerging patterns across the organization and the realities of back-end systems. Together, they reframed the work into a more cohesive and attainable direction.
Initial storyboard draft of visionary demo
Higher-fidelity screens with further script refinement of visionary demo before prototyping.
Final vision prototype (not Make-based) showing Sales user be taken through a coaching scenario.