Great to meet you here 🙂
I am a product strategist and a storyteller who leverages systems thinking 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 and implement our AI products, support post-acquisition product strategy, and improve user adoption.
Most recently, my work on enterprise AI workers has been published at the CSCW 2026 Industry Track.
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 – Present
My most recent works:
Designing the Future of Enterprise AI Workers
Led foundational research to define how AI workers automate complex enterprise workflows, shaping product strategy, reusable AI worker frameworks, and customer adoption.
March 2026 – Present
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 – Present
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 