Background
In September 2025, Ameriprise Financial hired me (contract) as a Senior UX Analyst to lead the creation of a new UX practice for an internal ServiceNow development team.
Responsibilities
As the Senior UX Analyst on the team, it was my responsibility to define and then lead recommended UX methodology and processes for the ServiceNow Business System Analysts and Developers. I also led staff training on best UX practices.
Actions
My UX leadership and training included creating presentations about UX topics (e.g. usability evaluation) and orienting the team to key concepts and practices. I also created a new set of usability guidelines in the form of a Design System website (SharePoint). The site includes sections on process, foundations, style, components, and templates.
Results
The BSA and development team's understanding of and appreciation for UX methodology and leadership grew appreciably during my three months in this contract role. And the new Design System helped the team create more usable and consistent ServiceNow experiences in less time.
