Brought in as the first designer on the Service & Experience team, I was given a blank slate to define how our internal IT platforms and communications should look, feel, and function. I developed and launched an end-to-end design strategy for ServiceNow, led full platform redesigns, and introduced a visual identity that re-energised IT’s presence across the business.

Key Achievements:

• Led the end-to-end redesign of the “Service Centre”, our internal ServiceNow employee hub — created design strategies, full platform identity (logos, colours, typography), and responsive Figma prototypes.

• Designed and implemented an official ServiceNow Design Strategy, tested and refined with end users.

• Delivered fully responsive, on-brand email templates for incident and outage comms, carefully designed to work beautifully in Outlook — mobile and desktop.

• Developed a communications strategy across Viva Engage & AppSpace screens, reviving IT visibility with branded banners, captions, and messaging.

• Revamped onboarding comms: introduced new starter checklists and email templates that brought IT and reception into sync.

• Created a sleek, animated trailer using Jitter to launch our Brilliant Basics program.

• Audited and cleaned up ServiceNow catalogue items, refined knowledge articles, and improved service form design.

Although my title was ECM Administrator, my work focused heavily on improving user experience, automating processes, and enhancing communication across the business. I transformed internal tools and created a smoother experience for both technical and non-technical users by designing intuitive systems that helped teams use those tools in a more efficient way.

Key Achievements:

• Redesigned and rebuilt the team’s internal ticketing Power App, focusing on clean, modern UX/UI design — making it more intuitive, visually appealing, and efficient.

• Automated document handover flows using Power Automate, streamlining previously manual and error-prone processes.

• Uplifted Power BI dashboards to be more visually engaging and easier to interpret by removing unnecessary complexity and improving layout.

• Designed email templates and user communications that gave ticket requesters real-time feedback and tracking via automated flows.

• Created “ECMLearn”, a SharePoint-based training platform for users to self-learn ECM features, including filming, editing, and producing tutorial videos.

• Delivered virtual training sessions to senior staff, empowering them to create their own learning content beyond my time in the team.

As a second-year uni student stepping into IBM, I didn’t know what React was - by the end of the year, I was designing, developing, and shipping microservices from scratch.

Key Achievements:

• Collaborated on multiple internal microservices using React, Next.js, Carbon Design System, and IBM Security packages

• Took ownership of a full-stack microservice project from ideation to deployment, creating a policy statistics tool for internal teams

• Designed and developed the UI, implemented backend logic, and independently deployed the service via Jenkins

• Grew rapidly through trial by fire: navigated imposter syndrome, learned on the fly, and ended the year with a solid foundation in enterprise-level front-end development