Great to meet you here 🙂
I am a product strategist and a storyteller who leverages systems thinking, mixed-methods, and forward-deployed research to drive product strategy and innovation.
I currently lead research for one of ServiceNow’s fastest-growing business areas, partnering with product teams to develop our AI products, support post-acquisition product strategy, and improve user adoption.
In my spare time, you can find me 🚴🏼, 🥾, 🎾, 🏸, ⛹🏼♂️, 🏊🏼♂️, 99 % chance outdoors!
A unique design partnership I established between ServiceNow and LEGO:
LEGO x ServiceNow to revolutionize manufacturing design
Established a strategic design partnership between ServiceNow and LEGO, leading to a fireside chat and ongoing cross-team collaboration to shape better digital experiences for factory operations.
July 2024 – Now
Some of my most recent works:
Establishing a company-wide measurement initiative to evaluate implementation experience
Led the creation of an implementation measurement framework now used in the quarterly business review with the Chief Product Officer.
March 2025 – Now
Creating an internal podcast to build a customer-centric decision-making culture
Launched a customer visit podcast series targeting engineering, design, and GTM functions who have fewer interactions with customers onsite, with an average of over 30+ listeners.
March 2024 – Dec 2025
Selling the product vision to VP-level buyers and aligning internally across product portfolios
Co-designed a Digital Factory vision with VP-level buyers, which is now used to guide internal cross-team collaboration and roadmap for the next 2 – 3 years.
Aug 2025 – Oct 2025
Aligning personas and use cases for a unified product strategy post a major acquisition
Created a persona and use case guideline for the cross-functional teams to align product strategy after a major acquisition, which is used as part of sales training and new hire onboarding.
Aug 2024 – Oct 2024
Empowering new product development with contextual empathy
Used field study and contextual inquiry to help a new product team develop a shared understanding of end users’ working environments and contextualize user pain points.
Sep 2023 – Nov 2023
Creating a customer maturity framework to help a new product team strategize
Came up with a customer maturity framework based on interviews and workshops to help a new product team make targeted product and design strategies.
April 2023 – July 2023
Creating a playbook for GenAI success in IT SaaS
Proposed a product development framework and communication engagement strategies for GenAI success in IT SaaS based on 23 interviews with buyer personas.
July 2023 – Oct 2023
DAVID LIN 