UX Research and AI with Jessa Anderson

ServiceNow TechBytes

#ServiceNow Community TechBytes #ServiceNow Community #Tech #Product Management

39:06

"So I think this whole idea of cumulative culture is a way to make humans exceptional. But it's clear to me that humans are exceptional, and seeing it through baboon glasses, I can understand in a different way why they're exceptional. But many of the things that we think are uniquely human are actually present in other animals." - Dr. Shirley Strum Dr. Shirley Strum is a groundbreaking anthropologist who has spent over five decades living alongside wild baboons in Kenya. Her work has transformed our understanding of these intelligent, socially complex animals — their relationships, their adaptability, and the intricate societies they create. In her new book, Echoes of Our Origins , Shirley challenges long-held beliefs about evolution, the human-animal divide, and what it truly means to coexist. This conversation is about science — but it’s also about humility, hope, and the messy, beautiful complexity of life on Earth. Links: https://www.press.jhu.edu/books/title/53757/echoes-our-origins https://anthropology.ucsd.edu/people/faculty/faculty-profiles/shirley-strum.html…

about a year ago 21:25

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In this episode of TechBytes we discuss the importance of human-centered AI, focusing on the collaboration between technology and humans. Jessa Anderson, manager UX Research at ServiceNow, talks about integrating UX research with generative AI, emphasizing transparency, feedback, and human oversight. We dive into the need to set realistic expectations, guide users on how to interact with AI, and elevate the human experience. Jessa also touches on the nuances of AI usability, the role of personas in UX research, and the significance of transparency in AI interactions.

We have some great episodes coming in the next few weeks featuring more discussions on GenAI, UX, and Linguistics with guests including Di Le, Hayley Mortin, Katie Ott, Roberto Bacci, Midam Kim, Ryan Dux, Abhi Roy and more.

Guest -
Jessa Anderson - Manager, UX Research, AI Experience Research Department
Episode host -
Bobby Brill
For more information head over to our documentation site.

Subscribe today!

See omnystudio.com/listener for privacy information.

92 episodes

ServiceNow TechBytes

UX Research and AI with Jessa Anderson

ServiceNow TechBytes

43 subscribers

published about a year ago

MP3•Episode home

Guest -
Jessa Anderson - Manager, UX Research, AI Experience Research Department
Episode host -
Bobby Brill
For more information head over to our documentation site.

Subscribe today!

See omnystudio.com/listener for privacy information.

92 episodes

#ServiceNow Community TechBytes #ServiceNow Community #Tech #Product Management

All episodes

ServiceNow TechBytes

1
Welcome to Horizon - with Brian Zaik and AJ Siegel 27:24

7 days ago27:24

27:24

In this episode, get introduced to ServiceNow's latest offering, Horizon , the source of truth for experience design at ServiceNow , empowering creators to design better enterprise experiences. Joining the conversation are Brian Zaik and AJ Siegel from ServiceNow, who share their insights and experiences with this innovative design system. They discuss Horizon's role as a central resource for designing experiences on the ServiceNow AI platform, making it easier for both seasoned designers and those new to the field. Brian elaborates on the significance of Horizon as a single destination for all things related to UX design within the ServiceNow ecosystem. He explains how Horizon simplifies the process of creating workflows and applications by offering detailed documentation and interactive examples. AJ adds to the discussion by emphasizing the platform's capacity to enhance user experience and productivity, reflecting on his decade-long journey at ServiceNow and the evolution in UX priorities. The episode also covers how Horizon integrates AI capabilities into design strategies, providing a resource that remains updated with the latest trends and best practices. Brian and AJ discuss the expected future developments and additional resources that will be added to Horizon, ensuring it stays at the cutting edge of design and technology. Whether you're a developer, designer, or ServiceNow partner, this episode offers valuable insights into leveraging Horizon to create impactful and user-friendly solutions. Find out more about Horizon - https://horizon.servicenow.com/ Watch on YouTube Guests: Brian Zaik - Principal Inbound Product Manager, Design System AJ Siegel - Director, Design Enablement Strategy Host: Bobby Brill 00:00 Introduction and Guest Introductions 01:37 What is Horizon? 04:07 The Importance of UX in ServiceNow 06:02 Design Systems and Their Impact 12:37 AI Integration in Horizon 22:29 Future Developments and Roadmap 26:58 Wrap up See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
Understanding Agentic AI with Rita Castillo 27:17

7 days ago27:17

27:17

Understanding Agentic AI with Rita Castillo In this episode of the podcast, we dive into the fascinating world of Agentic AI with Rita Castillo, VP, Design – AI Platform Experiences. Rita illuminates how AI is becoming seamlessly woven into our daily routines, elevating automation and tackling intricate challenges. Rita deconstructs the shift from deterministic workflows to agentic systems, which can independently manage tasks while upholding ethical and security standards. We uncover the capabilities of Now Assist, the orchestrator, and specialized AI agents that unite to deliver tailored, effective, and reliable solutions. Rita also delves into the future potential of AI to unleash human creativity and propel business metamorphosis. Check out this episode for a profound dialogue on the transformative influence of AI in our professional and personal spheres. Guest - Rita Castillo, VP, Design – AI Platform Experiences Host - Bobby Brill 00:00 Introduction and Guest Welcome 03:15 Introduction to Agentic AI 05:11 Examples and Applications of Agentic AI 08:12 Autonomy in AI Systems 11:12 Deterministic Workflows and AI Learning 13:16 AI Agents and Orchestrators 17:56 Future of Agentic AI and Ethical Considerations 23:56 Large Scale Applications and Business Transformation 26:37 Conclusion and Final Thoughts ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
ServiceNow University and Jayney Howson - Unlocking Talent Transformation 17:38

6 weeks ago17:38

17:38

ServiceNow University and Jayney Howson - Unlocking Talent Transformation In this episode of the podcast, host Bobby Brill interviews Jayney Howson, Senior Vice President, Global Head of Learning and Development at ServiceNow. They delve into the exciting world of ServiceNow University, a platform dedicated to talent transformation through innovative learning and development strategies. Jayney shares her journey from marketing to tech sales leadership and how she is now driving change in corporate learning to ensure equal opportunities for all. They also discuss the importance of reskilling for the future job market and the unique, personalized approach of ServiceNow University, which leverages AI to provide a gamified, engaging, and effective learning experience. Check out ServiceNow University - https://www.servicenow.com/university/training-and-certification.html Guest - Jayney Howson Senior Vice President, Global Head of Learning and Development Host - Bobby Brill 00:00 Introduction and Guest Welcome 00:25 Jayney's Career Journey 02:35 The Concept of Learning Enablement 04:02 The Importance of Reskilling 08:14 ServiceNow University Overview 13:54 Future of Learning at ServiceNow 16:47 Conclusion and Final Thoughts ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
Exploring AI Innovations - Insights from ServiceNow Researchers 25:39

8 weeks ago25:39

25:39

Dive into the world of AI with special guests, Perouz Taslakian and Orlando Marquez, past winners of the NOW AI Conference. In this engaging episode, they share their unique journeys into AI, from Perouz's transition from theoretical computer science to AI in the industry, to Orlando's early fascination with AI systems and his work on integrating AI into ServiceNow's Flow Designer. They discuss the importance of crafting presentations that resonate with a diverse audience, balancing technical depth with practical value, and the innovative projects they've developed, including Text to Flow and Cross Context Caching. Learn how they tackle the challenge of making AI accessible and useful, and get insights into what makes a winning submission for the NOW AI Conference. Don't miss this insightful conversation—subscribe and hit the like button! Guests - Perouz Taslakian, Sr. Staff Research Scientist, Lead Orlando Marquez, Sr. Staff Applied Research Scientist Host - Bobby Brill 00:00 Introduction 00:38 Meet Perouz Taslakian 04:17 The Role of AI in Human Preferences 05:43 Meet Orlando Marquez 08:59 AI in Product Development at ServiceNow 12:47 Preparing for the NOW AI Conference 15:36 Crafting Effective Presentations about AI and its Uses 23:09 Balancing Technical and Business Audiences 24:58 Wrap up Links to papers - Perouz Taslakian https://aclanthology.org/2024.findings-emnlp.896/ Links to papers - Orlando Marquez https://aclanthology.org/2024.naacl-industry.19/ https://arxiv.org/abs/2412.00239 https://arxiv.org/abs/2501.04652 https://arxiv.org/abs/2505.24189 See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
InsightBench & AgentPoirot | The Future of Data Analytics & Insights 26:32

11 weeks ago26:32

26:32

Get a glimpse into the future of data analytics and insights with InsightBench, a powerful combination of cutting-edge technology and strategic business intelligence. InsightBench is a pioneering benchmark specifically designed for evaluating AI models on their proficiency in conducting end-to-end data analytics. Also on this episode is an introduction to AgentPoirot, an LLM-powered autonomous business analytics agent that can skillfully navigate InsightBench’s complex datascape. Not only can AgentPoirot ask complex questions for any given dataset, but it can also automatically find answers to those questions, making it a truly end-to-end business analytics agent. Whether you’re a technology enthusiast or a business leader, this video provides a fascinating look at the next generation of data analytics tools and their impact on the way we work. Don’t miss out on the insights that could change the way you think about data! To learn more about InsightBench and AgentPoirot - https://www.servicenow.com/blogs/2024/insightbench-multifaceted-data-analytics 00:00 Meet the Guests: Issam Laradji and Anitha Raghavan 00:53 The Challenge of Extracting Actionable Insights 02:07 Introducing InsightsBench 05:07 From Research to Product: Collaboration Insights 08:47 Real-World Use Cases of AI Insights 11:38 Technical Deep Dive: Evaluating AI Models 14:24 AgentPoirot: The Digital Detective 17:47 Ensuring Accuracy and Trustworthiness in AI Insights 23:07 Future of AI in Analytics 25:13 Conclusion and Final Thoughts Guests - Issam Laradji and Anitha Raghavan Host/Producer - Bobby Brill ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
The Power of Customer Feedback | Shaping User Experience at ServiceNow 34:03

13 weeks ago34:03

34:03

Dive into the world of ServiceNow UX Research and product development with Jessie Livingston, Tricia Wilson, and Molly Bowman as they unveil the secrets behind crafting user-centric features. In this engaging podcast episode, Tricia Wilson shares insights from her research on process mining, revealing how the team transformed a tool that often failed and frustrated users into a powerful solution for optimizing business processes. Molly Bowman then discusses the challenges and triumphs of creating Now Assist Voice, ensuring it's not just a novelty but a robust tool that supports diverse voices and environments, enhancing productivity and accessibility. Jessie Livingston joins host Bobby Brill to tie it all together, highlighting the importance of user feedback in driving meaningful product enhancements. Don't miss this eye-opening discussion on how ServiceNow is bridging the gap between user experience and product design. To read more about these two stories, check out the blog post from ServiceNow’s EVP and Chief Experience Officer Amy Lokey - https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience To learn more about Product Lab - https://servicenowproductlab.com/ 00:00 Meet the UX Research Team 01:02 Understanding the Voice of the Customer with Jesse Livingston 03:25 Exploring Process Mining with Tricia Wilson 17:57 Voice for Now Assist: Enhancing Accessibility with Molly Bowman 32:29 How to Get Involved with the Product Lab Guests - Jesse Livingston, Tricia Wilson, Molly Bowman Host/Producer - Bobby Brill ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
The Spark Team's Creative Revolution - Creating Immersive Experiences with Generative AI 14:35

15 weeks ago14:35

14:35

Immerse yourself in the realm of generative AI alongside ServiceNow's Spark team, where innovation converges with state-of-the-art technology. Host Bobby Brill engages Eduardo Nauiack and Dan Durller in a conversation about their journey of turning the ordinary into the extraordinary, especially for flagship events like Knowledge and Craft Summit. Learn how Midjourney and other innovative tools have streamlined their processes, enabling the creation of bespoke, high-caliber visuals in a fraction of the time, all while upholding the brand's essence. From developing cinematic graphics for large screens to infusing product demos with sophistication, the team shares their evolution from internal experiments to pivotal external showcases. Gain an insider's perspective on how they harmonize creative liberty with brand standards and discover how this "game changer" is revolutionizing their content creation approach. Guests - Eduardo Nauiack, The Spark Team - Sr. Staff Communication DesignerDan Durller, The Spark Team - Sr. Staff Communication Designer Host - Bobby Brill ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
Bridging the Gap - How Accessibility and Usability Work Together 25:12

18 weeks ago25:12

25:12

In this episode of ServiceNow's Now Insights podcast, host Bobby Brill delves into the realm of usability and accessibility in enterprise software with special guests Aileen Hackett, Director of Product Management for Accessibility at ServiceNow, and Pratik Contractor, Senior Manager of Product Management for Accessibility and Platform Experience. The conversation covers the importance of integrating usability and accessibility, highlights innovative features like dark mode and keyboard shortcuts, and explores the role of AI in transforming and improving accessibility. Tune in to discover how ServiceNow is pioneering to make enterprise platforms more inclusive and user-friendly for everyone. Host - Bobby Brill Guests - Aileen Hackett, Pratik Contractor 00:00 Introduction and Guest Welcome 01:46 Understanding Accessibility and Usability 04:28 Examples of Accessibility Features 06:30 Innovations in Accessibility 11:04 AI and Accessibility18:52 Ethical Considerations in AI 21:31 Final Thoughts and Conclusion See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
RaptorDB - Revolutionizing Data Platforms with Will Johnson 16:25

20 weeks ago16:25

16:25

In this episode, we dive into RaptorDB with Will Johnson, VP of Data Platform Engineering at ServiceNow. Will shares his background and elaborates on RaptorDB's role in optimizing ServiceNow's data platform, including its unique hybrid transactional and analytical processing (HTAP) capabilities. The episode also covers the rollout process, customer feedback, and future directions for scaling and improving RaptorDB. Guest - Will Johnson, VP of Data Platform Engineering at ServiceNow Host - Bobby Brill 00:00 Introduction 00:19 Background of Will Johnson at ServiceNow 01:16 Overview of RaptorDB 02:16 Types of Databases and HTAP 04:00 RaptorDB in Action 04:33 Customer Use Cases and Benefits 08:11 Technical Challenges and Solutions 10:29 Internal Testing and Customer Rollout 14:32 Future of RaptorDB ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
Understanding Accessibility Compliance with Alaina Beaver 29:17

22 weeks ago29:17

29:17

Listen to this episode to learn about digital accessibility and compliance from ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver. She joins host Bobby Brill and they discuss conformance, legislation, and global standards in a clear and engaging way. You'll learn that accessibility is more than just following the rules. It's about making it easier for everyone, including people with disabilities, to use websites. They’ll also explain the importance of designing inclusively for a diverse range of users and how it can benefit your business. Finally, they’ll share insights into the latest advancements, challenges, and opportunities in digital accessibility. This video is a must-watch for any organization that wants to make accessibility a strategic priority and drive positive change in the digital space. Guest - Alaina Beaver Host - Bobby Brill Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com/ See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
Creating Multimedia Content at Scale with AI 15:30

24 weeks ago15:30

15:30

In this episode, ServiceNow’s multimedia team—Dana Haines, Macy Douglas, and Bobby Brill—discuss the process of creating high-quality video content for the company’s documentation site and YouTube channel. They explain how they use AI-powered tools like Gemini, Writer, and Well Said Labs to streamline their workflows and maintain a consistent tone and style across their videos. The team also reveals their ambitious goal of producing over 400 pieces of video content this year, including tutorials, product demos, and procedure videos, to better support customers and enhance the overall user experience. Guests - Dana Haines and Macy Douglas Host - Bobby Brill ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com/ See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
Empathy in Action - Building Accessibility at ServiceNow 29:20

26 weeks ago29:20

29:20

In this episode, Bobby Brill is joined by ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver and Accessibility Lead, Tony Morales to discuss accessibility at ServiceNow. They explore the concept of accessibility and its relationship to diversity, equity, and inclusion. Alaina shares her perspective on promoting accessibility to customers and the significance of customer engagement. Tony delves into internal accessibility initiatives and the advantages of having an accessibility product team. They both stress the importance of organizations making accessibility a priority, both internally and externally, to ensure an inclusive and accessible experience for all. Guests - Tony Morales and Alaina Beaver Host - Bobby Brill Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community ServiceNow Now Insights Podcast: For general information about ServiceNow, visit: http://www.servicenow.com/ See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
The Humanities and Technology 33:14

28 weeks ago33:14

33:14

In this thought-provoking conversation, Roberto Bacci, Ryan Dux, and Midam Kim discuss why the humanities are more important than ever in the age of AI. They explore the importance of interdisciplinary collaboration in innovation. The conversation also highlights the role of the humanities in improving the capabilities of AI, making it more human-friendly, trustworthy, and responsible. Our guests share their insights on the skills required to transition from the humanities to technology, emphasizing the need for flexibility, adaptability, and a willingness to learn new tools and concepts. They conclude with advice to listeners in humanities and liberal arts fields on how to start and navigate a career in technology. Guests - Roberto Bacci, Ryan Dux, Midam Kim Host - Bobby Brill Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
Building Trust in AI with ServiceNow's Now Assist Guardian 22:54

38 weeks ago22:54

22:54

In this episode of TechBytes, AI Governance Product Manager at ServiceNow, Louis Philip Morin, discusses the critical aspects of trust in AI. The conversation delves into the challenges of creating AI experiences free from toxic and malicious language, highlighting the role of Now Assist Guardian in customizing user experiences. The episode explores the nuances of offensive language, prompt injections, and hallucinations in AI, emphasizing the importance of user control, transparency, and the ethical considerations in handling AI-generated content. Morin explains the importance of trust, user feedback, and the collaborative efforts between ServiceNow and its customers to ensure AI tools are effective and reliable. 00:00 Introduction to AI Behavior Challenges 00:16 Welcome and Introduction to Louis Philip Morin 00:54 The Importance of Trust in AI 01:29 Understanding Now Assist Guardian 02:04 Challenges in AI User Experience 06:25 Dealing with Offensive and Toxic Content 10:11 Methods for Identifying and Handling Offensive Content 15:29 Cultural Sensitivity and Regional Differences 18:00 User Control and Transparency in AI 20:59 Balancing AI Accuracy and User Trust 21:54 Conclusion and Future Directions Host - Bobby Brill Guest - Louis Philip Morin #servicenow #servicenowdemo #nowassist #nowassistguardian ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community ServiceNow TechBytes Podcast: https://www.servicenow.com/community/community-resources/servicenow-techbytes-podcasts/ta-p/2305455 For general information about ServiceNow, visit: http://www.servicenow.com/ See omnystudio.com/listener for privacy information.…

ServiceNow TechBytes

1
Empathy in Action: Building Accessibility at ServiceNow with Eamon McErlean and Tony Morales 33:40

43 weeks ago33:40