Making recognition effortless with agentic AI
During my 12-week internship at ServiceNow’s Digital Technology Experience Design team, I worked on improving the Celebration Board, an internal tool that lets employees celebrate milestones like promotions, birthdays, and work anniversaries.
My focus:
Redesigning the end-to-end creation flow to improve adoption and discoverability
Introducing agentic AI workflows to make the experience proactive and personal
Building reusable components and screen libraries for scalable design
Industry
Enterprise software
Roles and Responsibility
UX/UI Design Intern at Digital Technology Experience Team, Led end-to-end design, Collaborated closely with PMs, TPMs, and researchers. Built a screen library and reusable component system for team-wide efficiency.
Tools
The Challenge
ServiceNow’s Celebration Board was built to help employees recognize each other’s milestones like back from maternity leave, anniversaries, and other achievements.
Despite being launched, the Celebration Board had low adoption. Creators found it tedious to set up, collaborators missed invites, and recipients often got generic messages.
Research & Insights
I began with a heuristic evaluation of the current product and competitor analysis across 6 similar platforms (e.g., Thinkbox, Grouptogether, KudoBoard).
Additionally, I spoke with the PM, TPM, researcher, and designer who initially worked on the product.
Key Findings:
There were fewer entry points, and users had to “remember” to celebrate.
Features like messaging and inviting others in the product were unclear.
The process is manual and repetitive.
Defining the Opportunities
Using insights, I created a Feature Matrix of 30+ ideas ranked by impact, effort, and priority.
Top Focus Areas:
Streamline the creator flow.
Introduce agentic AI for discoverability + personalization.
Reduce manual input for both creators and collaborators.
Build consistency across AI features in the platform.
Designing Agentic AI Workflows
The redesigned flow introduced proactive AI support across key moments from multiple touchpoints:
Discoverability
AI detects upcoming events (like work anniversaries) and proactively nudges managers through Microsoft Teams to create a board, prefilled with event details.
Creation
Generative AI helps name the board, draft messages, and suggest images or GIFs, reducing cognitive load while keeping it personal.
Guidance & Collaboration
Once on the board, users see clear, task-based guidance, e.g., “Add your message,” “Invite collaborators.” Collaborators also receive AI-suggested messages and visuals based on their prompts and occasion, making participation simple and heartfelt.
These improvements make the tool feel alive, context-aware, and emotionally resonant.
Building for Scalability
In parallel, I worked on a Celebrations & Kudos Screen Library, a central source of truth for all UI screens and components. This improved design consistency and accelerated handoffs across the team.
Collaboration & Iteration
I collaborated closely with:
PMs and TPMs to define MVP priorities. Hand off final designs for implementation.
Design peers through weekly design critiques, getting feedback on the designs and the flow. Also, co-creating AI patterns for ServiceNow’s design ecosystem.
Researchers to validate early assumptions.
This was a deeply cross-functional and co-creative process that taught me the power of design alignment at scale.
This project taught me how to design for and with AI, not just around it.
I learned to balance emotion with automation, scalability with empathy, and speed with craft.
