Customer Experience
Oracle Corporation
Outreach to enterprise customers
Design Challenge: developed outreach program to customers for input on design system and AI adoption; developed an agentic AI assessment workshop for design & development.
Result: customers felt heard and appreciated being invited to evaluate design concepts; research and internal education directly informed product design improvements.
Our Signals from the field research team created a customer listening program and conducted customer feedback interviews on a monthly basis for nearly 2 years. Our reports to product teams highlighted opportunities for improvements as well as reflections on what was working well. Included here are two videos produced for internal audiences as evidence of customer experiences with Oracle’s AI-assist product features.
Design Challenge: create standard criteria to improve the quality of agentic apps that product teams are building.
Result: our research team created a rubric called the Agentic Application Assessment Guide and we designed a workshop for project managers, designers and developers to step through the rubric and build a plan for high quality apps.
Our research team’s objective was to guide cross functional product teams through a structured inquiry to determine if an existing business challenge is a good candidate for a transformative agentic app. By transformative, we mean that it significantly automates a workflow to move business forward. We developed a rubric of success criteria by analyzing how the best agentic apps in a sizeable internal hackathon were planned. The workshop was piloted with 12 internal teams and will be presented to customers at the Oracle AI World conference in October 2026.
Design Challenge: identify the human-centered opportunities to create an innovative Workforce Compensation manager experience, so that data drives equitable decisions with ease and clarity, to fairly and appropriately reward employees.
Result: an application that had not changed in 9 years was substantially redesigned for Oracle’s Cloud HCM suite and launched in 2026.
Oracle’s Workforce Compensation application is an essential part of the human capital management suite of products. It had not had a UI update for 9 years. Our discovery research uncovered a very long list of improvements and feature requests that fueled a new design. I worked with the PM, designers and developers in agile fashion to build much more functionality and intuitive design into a complex, business-critical app, and prepared the path to add AI assistance to it in 2027.
- Identified 105 pain points from interviews
- Prioritized 32 innovation opportunities that would bring high value to manager experiences
- Defined 7 key moments to shift managerial thinking and support decisions with richly visual data