Transforming the Incident Communication Process

To optimize the dissemination of notifications generated by our business's IT management tool, ServiceNow, and ensure timely delivery of pertinent and actionable information to the appropriate recipients, we embarked on crafting a comprehensive design strategy encompassing all communications directed towards both customers and agents within the IT domain. The project reduced the time to resolve time by 60% within the first month of implementation.


Next Era Energy


User Research & Design



The project details are confidential. I am happy to share more detail on my experience verbally in an interview.