ServiceNow is dedicated to creating the world’s best enterprise platform. Used by 85% of Fortune 500 companies and with over 70M platform users, ServiceNow enables every business to digitize their workflows across the enterprise. But when the time comes to re-design a successful platform experience, how do you overcome the challenges of technical debt, dated design, and learned behaviors to create something that unlocks new possibilities and attracts new customers – all while keeping existing users happy and productive?

In this talk, I’ll cover the key moments on the journey of creating our new platform UI – The Next Experience. Crafting a compelling vision of the future and pitching it in ways that resonate and get results. Building the right team to take on a high stakes, highly complex project in a remote world. Making the right product and experience trade-offs to ensure success. And most importantly, leading with the unshakable belief that your customer always deserves the very best you can deliver.