Design Strategy and AI Integration

To modernize the experience, we rebuilt the workflow using Playbook components — aligning with platform standards and improving clarity.
We integrated AI assistance across three moments:

1. AI Insights

   • When a coaching record is opened, the system automatically summarizes related incidents and highlights impacted KPIs.

   • AI surfaces patterns such as repeat coaching topics or low CSAT scores, helping managers make faster, more informed decisions.

2. AI Summaries in Evaluation

   • Now Assist generates concise summaries of incident histories and trainee performance.

   • Managers can review “what went wrong” within seconds instead of reading multiple logs.

3. Smart Notifications

   • AI-powered triggers notify coaches via email or in-product alerts when high-priority assessments are assigned.

   • Notifications are customizable based on priority, allowing better workload management.

By combining structured UI with AI-driven intelligence, the new experience balances efficiency and empathy — giving managers both visibility and control.

Testing and Iteration

We ran early concept tests with IT managers to validate usability and trust in AI recommendations.

• 6 out of 7 participants found the new Playbook experience aligned with their mental models.

• Feedback emphasized the value of AI summaries and historical insights for identifying recurring performance issues.

• Opportunities for refinement included adding progress-saving options and enhancing flexibility for different coaching styles.

Rapid iteration cycles allowed us to incorporate this feedback and improve flow consistency.

Results

Although quantitative metrics are still being collected, early user sessions show:

• Significant reduction in time spent locating and analyzing coaching records.

• Fewer errors in assigning or tracking training activities.

• Managers reported increased confidence in the AI’s recommendations.

The design has since become a reference pattern for future AI-assisted workflow experiences at ServiceNow.

Refection

“Ensuring our tools not only achieve efficiency but also resonate on a human level.”

Through this project, I learned the importance of balancing automation with empathy.
While AI can streamline complex processes, real value comes when it supports human judgment and communication — not replaces it.
In the next iteration, I would continue refining conversational transparency and explore how AI can adapt tone and explanation based on user confidence and context.