Overview

During my internship at ServiceNow, I worked on Notepad within the Agent X Portal, a note-taking tool for customer service agents at companies like Spectrum, Starbucks, and Jack in the Box. Agents were previously taking notes outside the platform, creating security compliance risks and fragmented workflows. Notepad was designed to provide a secure, context-aware, and globally accessible note-taking experience within the ServiceNow ecosystem.

Role

As a Product Design Intern on the Experience Platform and Design System team, I led the design of AI-assisted note-taking and case summary features. I collaborated with product managers, engineers, and AI specialists to define user needs, prototype solutions, and conduct usability testing, ensuring seamless integration with the Agent X workflow.

Challenge

Agents were relying on third-party tools to document live customer calls, resulting in:

• Security and compliance risks from storing sensitive data externally

• Lost or inaccessible context between calls or escalations

• High cognitive load due to frequent tool-switching

The challenge was to design a secure, frictionless solution that allowed agents to capture, organize, and share notes in real time, without disrupting their workflow.

Solution

I designed an enhanced Notepad experience with the following key features:

• AI-Generated Case Summaries: Audio transcriptions of calls are automatically summarized, providing editable notes for agents.

• Smart Tagging: Automatic detection and tagging of case IDs, products, and customer names for consistent organization.

• Global Hierarchy Drawer: Notes are accessible from anywhere in the system, with the ability to focus on a specific case or pull broader context across the workspace.

• Secure Sharing: Notes can be shared with team members (higher tier agents during escalation) under proper permissions.

• Minimal UI: Clean, distraction-free interface aligned with the Now Design System.

Impact: Usability testing showed faster retrieval of prior notes, reduced tool-switching, and full compliance with internal security standards. The prototype was presented to leadership and received positive feedback for clarity, usability, and scalability.