Challenge: Identify pain points and opportunities for automation, unification, and increased visibility of decision impact across user journeys for backend engineers.

My Role: As a Senior Service Designer led X interviews and synthesized to determine underlying mindsets for stakeholder segments and key opportunities for improvement and automation.

Team Structure: Senior Service Design (me), Product leadership

Summary: Our core infrastructure team asked for help mapping and identifying moments of friction across 3 key backend developer journeys: new development, fixing and incident, and maintaining or scaling services. Over 2 months we held interviews with stakeholders across different divisions of the company to better understand their process, moments of friction, logic, and mindset for each of the three journeys. After each interview we then synthesized each process to better assess what moments ran smoothly, needed standardization, or needed quicker feedback loops or approvals.