Hi, I’m Joy. Currently leading platform management experience team at ServiceNow.

I help companies build things people love through great stories and an achievable vision.

My role is to help my team clarify ambiguity and align cross-functional roles so together we can solve complex problems in the enterprise software industry.

My Values

One balanced team

Building a product is a team sport. Bring others along and collaborate to achieve greater ripple effect.

Stay curious

Get behind the why and how, whether it’s user needs or a strategic decision, so alignment comes naturally.

Ask the right and tough questions

Things get messy in product development lifecycle, help the team get comfortable addressing the elephant in the room.

Always tell a story

Best way to get buy-in is to build empathy: get stakeholders invested in user journeys.

Work history

View case studies

ServiceNow Otto for Setup | 2025 – Present

Turning platform overwhelm into a repeatable onboarding path to first use

I lead design for Setup, the framework that replaced seven fragmented product-by-product onboarding paths with one. Chartered as a strategic company initiative, it’s now the standard other product teams build against, adopted well beyond my own team’s scope.

ServiceNow Impact | 2021 – 2026

Establishing customer success from consultant tool to self-service platform feature

I led design strategy for Impact, ServiceNow’s post-purchase customer success platform. What started as seven disconnected product areas, each with its own roadmap and its own story, became a single AI-native experience strategy adopted across the broader admin org. My role grew from design lead to managing a two-tier team of 12, and I hired and grew the design manager who owns the platform today.

Google Hotels Search | 2017 – 2019

Organizing hotels and lodging information for travelers around the world

As sole designer, I kept Google’s expansion into vacation rental search moving during a stretch with no assigned engineering team, building partner-facing mockups that helped bring Airbnb and HomeAway to the table, and shaping how rentals would work as a native part of hotel search rather than a bolted-on flow.

Google Hotels Search | 2018 – 2019

Establishing a robust hotel amenity content infrastructure for better search experience

When you want that lazy pool, we got you that lazy pool. Inaccurate or outdated information leads to disappointment when travelers arrive at a hotel that doesn’t meet their expectation. Working alongside a content strategist, I scoped the amenity project, mapping 400+ attributes into a data schema, pitching the hotelier research nobody had done, and using it to shape an editor simple enough for hoteliers who’d never touched their listings before.

Samsung Product Innovation Team | 2015 – 2017

Reimagining a future with smarter, proactive home appliances

As part of the Product Innovation Team, I specialized in transforming hardware specs into compelling stories. Collaborating with product strategists, I identified future trends and delivered three- to five-year vision concepts to Samsung executives, securing productization approval. Notably, this work led to the launch of the smart refrigerator.

Startup, agency design work | 2011 – 2015

Bringing product visions to life for startups and agencies

Before joining big corporations, I was immersed in Los Angeles’ Silicon Beach tech scene. I led interaction design for 10+ product launches across payment services, e-commerce, ed-tech, CMS, and more—one of which appeared on Shark Tank. This experience fueled my passion for cross-functional collaboration and cemented my path as a UX practitioner.