I joined ServiceNow as a Content Design Intern on the AI Platform team. Although I've always though I would go down the product design route, I turned down an offer at IBM to work at a company (and team) going all-in on AI. I wanted to diversify my skills and explore how language shapes product experience. With a platform as complex as ServiceNow's, there wasn't a better place to learn how content can simplify complexity in the age of AI.

Beyond my core work on Now Assist adoption, Studio, and Virtual Agent Designer, I uplifted the content design practice itself. I introduced new methods like Figma-based design "tenets and trap cards" that helped product designers think like content designers, plus frameworks for guidance patterns (when to use tooltips, tutorials, etc.). These resources democratized strategic language decisions across the org. I also won 2nd place in the Global Intern Week Builder's Track hackathon, proving designers could drive innovation at the same pace as engineering.