Design Better Podcast: Bonus Episode featuring Amy Lokey, Chief Experience Officer at ServiceNow

Released on May 13, 2025

In this special bonus episode of Design Better, hosts Eli Woolery and Aaron Walter engage in an insightful conversation with Amy Lokey, the Chief Experience Officer at ServiceNow. Recorded live in San Francisco as part of UserTesting's THiS Connect Tour, this episode delves deep into Amy's extensive experience in leading design and product teams at industry giants like LinkedIn and Google, and her current role in shaping enterprise-level AI applications at ServiceNow.

1. Amy Lokey's Career Journey to ServiceNow

Amy begins by tracing her professional path from LinkedIn to Google, culminating in her current role at ServiceNow. She emphasizes a consistent passion for empowering individuals in their professional lives.

"At LinkedIn, we were building a social network for professionals... helping people reach financial stability, provide for their families, and get their next best opportunity." (02:15)

Her transition to Google Workspace (formerly G Suite) allowed her to delve into productivity tools that intersected personal and professional use, highlighting the importance of integrated solutions in daily life.

"Having that view of my personal schedule along with my work schedule was incredibly valuable." (04:50)

ServiceNow presented a unique opportunity with its versatile platform, enabling Amy to engage in enterprise design and transformation.

"I just felt like that was the direction I wanted to head in from a career perspective. And it felt like really fulfilling work." (04:55)

2. Leading a Large, Global Team

Managing a team nearing a thousand members globally, Amy discusses the complexities of leadership at scale.

"We are nearly a thousand people at this point... we're continuing to grow and expand into a global market." (05:04)

She highlights the strategic expansion into regions like Costa Rica, aiming to tap into diverse talent pools and regional product needs.

3. Navigating Rapid Change and Steering the Team

In an era of rapid technological advancement and market competition, Amy outlines her approach to maintaining agility and trust within her large team.

"It starts with having a really tight connection and relationship with my leadership team." (05:42)

She employs a hub-and-spoke model to ensure effective communication and resource distribution both internally and within the broader ServiceNow ecosystem.

4. AI in ServiceNow: Generative vs. Agentic AI

A significant portion of the discussion revolves around the integration of AI into enterprise solutions. Amy differentiates between generative AI, which excels in content creation and summarization, and agentic AI, which involves autonomous execution of tasks.

"Generative AI was great for things like summarizing a case, helping someone get up to speed, generating emails or chat responses." (08:12)

She elaborates on the evolution from singular AI skills to orchestrated teams of AI agents capable of complex, multi-step processes, enhancing productivity and decision-making.

"With the AI orchestrator, you can think of it as a team manager... pulling together a team of AI agents to accomplish that task." (12:45)

5. Collaborations and Future Integrations with Microsoft

Amy discusses ServiceNow's strategic partnership with Microsoft, particularly focusing on AI integrations like Copilot.

"Last year we announced our first integration with Copilot... a virtual agent calling in ours to provide all the service you needed through ServiceNow." (13:09)

Looking ahead, she hints at more sophisticated agent-to-agent collaborations, allowing seamless interactions across different AI systems.

"Our AI agents can collaborate with Microsoft's AI agents to do complex activities across systems." (14:16)

6. Enterprise vs. Consumer AI Product Design

Designing AI-driven products for enterprises presents unique challenges compared to consumer markets. Amy underscores the necessity for reliability, security, and ethical considerations.

"With enterprise, we've learned to always disclose when we're using generative AI. Trust but verify." (14:29)

She emphasizes human oversight to mitigate issues like AI hallucinations, ensuring that AI tools enhance rather than hinder business operations.

7. Research Practices and Customer Feedback Mechanisms

Amy highlights the pivotal role of user research in ServiceNow's product development. The company employs a comprehensive UX Quality method, assessing usability through metrics like time on task, accuracy, and user satisfaction.

"We created our own branded method that we called UX Quality... rolling out those benchmarking studies for about four years." (16:15)

This rigorous approach has led to significant improvements in product usability and business performance, demonstrating the tangible impact of invested research.

8. Role of Research in Sales and Marketing

Research insights are not confined to product teams but also play a crucial role in sales and marketing strategies. Amy explains how demonstrating investment in user experience can bolster sales pitches and showcase the value proposition to potential clients.

"We can show the payoff that can come from investing in user experience." (21:03)

9. Future of Design Roles in the AI Era

The conversation shifts to the evolving landscape of design and development roles in light of AI advancements. Amy envisions a future where traditional boundaries blur, with professionals adopting more versatile, creator-centric identities.

"I think we all move into more of the role of a creative director and a visionary." (22:38)

She advocates for focusing on ideation, vision articulation, and human-centered design, leveraging AI as a powerful tool to amplify creativity and efficiency.

"AI is that same kind of tool, but it's kind of exponential in what it can help us to." (25:00)

10. Audience Insights and Stakeholder Engagement

In response to an audience question, Amy details how ServiceNow tailors its research insights to resonate with different enterprise stakeholders, from C-suite executives to end-users.

"We have to think about how does our product solve for them... making the person who chose our software the hero." (27:45)

She outlines a multi-tiered approach, ensuring that product solutions align with strategic business goals, operational efficiencies, and user satisfaction.

Closing Thoughts

Amy Lokey's expertise offers a comprehensive look into the intersection of design, technology, and human-centric product development. Her insights into AI's role in enterprise solutions, effective leadership in large teams, and the future of design roles provide valuable guidance for both seasoned professionals and those curious about the evolving landscape of design and technology.

For more episodes and conversations with industry leaders, visit DesignBetterPodcast.com.

Notable Quotes:

• Amy Lokey: "AI is that same kind of tool, but it's kind of exponential in what it can help us to." (25:00)
• Amy Lokey: "Trust but verify." (14:29)

Tags: Design, AI, Enterprise Technology, User Experience, Product Development, Leadership, ServiceNow, Generative AI, Agentic AI, User Research