Design Better
Bonus Episode: Amy Lokey, Chief Experience Officer at ServiceNow, live in SF for UserTesting's THiS Connect Tour
May 13, 2025
Amy Lokey, the Chief Experience Officer at ServiceNow, previously led UX for G Suite and LinkedIn. In this engaging talk, she sheds light on how her team is innovating AI-powered systems to streamline workplace interactions. Lokey discusses the shift from generative AI to agentic technologies, emphasizing their application in enhancing customer service. She also examines the challenges of integrating AI into enterprise solutions, underscoring the need for thorough testing and user feedback to ensure success in design and functionality.
31:40
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Podcast summary created with Snipd AI
Quick takeaways
- Understanding human needs and leveraging AI advancements are crucial for creating intelligent systems that enhance collaboration and efficiency.
- Ongoing research practice is vital for refining products and ensuring user adoption, enabling organizations to adapt to evolving market demands.
Deep dives
Navigating Human Needs in Design
Understanding human needs is crucial when designing products, particularly in the realm of technology. The speaker emphasizes the importance of having a clear vision to creatively meet these needs while leveraging advancements such as AI. For instance, at ServiceNow, teams focus on creating intelligent systems that predict user requirements and streamline workflows, ensuring enhanced collaboration and efficiency. This approach highlights the role of design in facilitating meaningful interactions between people and technology.
