Designing a scalable contextual guidance framework for an AI-native enterprise platform.
As ServiceNow evolved toward an AI-native platform, users needed a more contextual and intelligent way to discover, learn, and adopt new capabilities. AI Native Help (AINH) is a platform-wide guidance framework that delivers the right assistance at the right moment—helping users move forward without disrupting their workflow.
My work focused on translating an emerging AI vision into a scalable product framework—defining how contextual guidance should behave, when it should appear, and how it could be consistently adopted across multiple product teams.
MY ROLE
Lead Product Designer
• End-to-end product design from concept to final experience
• Defined scalable triggers and guardrails
• Partnered across product, engineering, research, content, VX, and AI platform teams
TIMELINE
7 months (2026)
TEAM
Product Manager x 1
Engineering x 4+
UX Research x 1
Content design x 1
VX design x 1
USERS
• Platform end-users (admins and agents)
• Business Unit (BU) users
I developed the AINH Guidelines, a comprehensive reference that translates user research into scalable design principles, behavioral rules, and implementation guidance for AI-native contextual help. Leveraging Claude.ai to accelerate synthesis and documentation, I transformed qualitative insights into a framework that product teams could consistently apply across the platform.
View AINH Guidelines