SolarWinds Service Desk streamlines IT operations and elevates user experiences through better IT Service Management ensuring IT meets the needs of users and the business.
My Role
As a Senior Product Designer, I led the end-to-end design of complex features, integrations, and scalable workflows across a large-scale B2B SaaS ITSM platform. A major part of my role focused on leading the design of Enterprise Service Management (ESM), aligning customer needs, business goals, time-to-market, and technical constraints. My work also included project planning, concept development, close cross-functional collaboration with multiple departments and stakeholders, and the use of AI tools to support research, idea exploration, and workflow design.
The main parts of my role included:
Designing Integrations & Complex Features
Leading the design of integrations and complex features end-to-end, from concept to implementation. This included deep research, prototyping, and ensuring usability in complex workflows.
Planning with Product & Engineering
Working closely with Product Managers and Engineers to define feature priorities, scope, timelines, and deadlines, and to support product decisions from early discussions through delivery.
Cross-Functional Collaboration & Innovation Initiatives
Collaborating across teams on projects related to integrations, innovation initiatives, and AI implementation, contributing design thinking and helping shape solutions for complex product areas.
Design Roadmap
Creating and maintaining a structured design roadmap to guide feature development and product improvements. This included balancing quick wins with larger strategic improvements based on research insights, customer needs, and product goals.
UI Improvements
Continuously refining the user interface by replacing outdated components and improving clarity, consistency, and usability, while keeping the experience familiar for existing users.
Managing My Workflow
Independently managing my design workflow across multiple initiatives, including tracking and prioritizing Jira tickets, coordinating with Product Managers, Project Managers, and Engineering, and keeping work moving forward smoothly.
Collaboration with the Global UX Team
Working closely with a global UX team across different regions to share knowledge, align on best practices, and maintain consistency across design decisions and updates.
Design Review
Reviewing designs before release to ensure consistency, accessibility, usability, and design-system alignment across the platform.
