OVERVIEW:
As part of a broader effort to modernize enterprise intake, I led the design of an AI-guided experience that transforms complex ServiceNow forms into a guided, adaptive workflow. My approach focused on improving clarity, consistency, and input quality by introducing Oscar, an AI assistant that helps users articulate ideas, navigate dependencies, and submit governance-ready requests. The result is a more intuitive experience that reduces friction for employees while enabling faster, more confident review and decision-making.