WORK

AI

The Damins

My Role in ServiceNow

Product Designer, R&D

The Innovation & Execution team is dedicated to exploring the future of AI, and I joined as a Product Designer to contribute to this vision. Our objective was to harness AI’s potential to assist employees in retrieving crucial data and past discussions—sometimes dating back a decade—through Slack, leveraging insights from SMEs.

Working closely with a Snow Developer, our focus was on rapid iteration and continuous learning. I took the lead in generating prototype-ready ideas and swiftly testing them with the team to refine and enhance our approach.

Exploration

We explored multiple pathways to identify where AI could have the greatest impact on the product, while also considering ways to integrate AI in a more subtle, seamless manner.

Access to information is key. One of our focus areas emerged from this exploration—how to enable employees to retrieve frequently used information succinctly, swiftly, and simply within the company. This insight led us to refine our approach and think strategically in that direction.

We leveraged cutting-edge AI technologies, including natural language processing (NLP), machine learning (ML), and enterprise search algorithms, to make information retrieval seamless and intuitive. By integrating these with Slack and internal knowledge bases, we enabled employees to quickly access relevant data, even from discussions that took place a decade ago.

I started creating a Figma plugin

I developed a plugin that interacts with the OpenAI API to generate mock conversations between an employee and a knowledge base article author. The plugin then seamlessly populates design system components with the generated content, offering a creative and engaging way to explore AI’s potential within a design framework.

This application won first place in the hackathon, competing against 74 teams. As a team of two, we emerged as the winners of the event, showcasing innovation and impact through our solution.

We teamed up once again to develop more applications, incorporating Augmented Reality (AR) and Machine Learning (ML) to push the boundaries of innovation.

For a deeper dive into the technology and implementation details, please get in touch with me for the case study document.

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