Led design for AI Enabled Chat Experience
Michael drove scalable agent growth and Slack/MS Teams parity through cohesive UX frameworks, responder workflow design, and frictionless configuration experiences.
2025
6 Months
Concept Vision
Customer Interviews
Prototyping & Sales
Product Design
Onboarding
With agent growth accelerating and Slack/MS Teams parity becoming a strategic priority, PagerDuty faced a structural constraint: platform expansion was limited by a non-scalable development model and inconsistent user flows. Fragmented configuration patterns and workflow gaps—particularly in Slack—were slowing both product velocity and customer adoption.
I stepped in to reframe this not as a feature gap, but as a systems problem—introducing cohesive UX frameworks and workflow alignment that would enable scalable agent growth and cross-platform consistency.
I architect scalable experience systems that unlock product velocity. At PagerDuty, I led the vision for a unified agent development model and cross-platform UX framework across Slack and Microsoft Teams—removing centralized bottlenecks and enabling faster agent expansion without increasing operational load.
By redesigning responder workflows, eliminating Slack configuration friction, and closing critical MS Teams parity gaps (channel mapping, workflow actions, incident flows), I transformed fragmented chat experiences into a cohesive, scalable platform—driving adoption, improving responder efficiency, and reducing support burden.
I also rebalanced the product philosophy: prioritizing human chat visibility over automated noise. By reducing notification overload and surfacing high-value interactions, we improved cognitive clarity for responders, minimized downtime, and strengthened real-time operational decision-making.
Michael architects scalable product systems that unlock platform velocity and reduce operational friction.
At PagerDuty, he led the design of a scalable agent development model that eliminated dependency on the centralized Chat Experience team—enabling parallel agent expansion without increasing organizational load.
He established a unified Slack and Microsoft Teams UX framework that prevents feature sprawl and ensures consistent interaction patterns as new agents and capabilities ship—creating a sustainable foundation for long-term growth.
Key impact included:
• Redesigning the responder experience to be intuitive, efficient, and consistent across platforms
• Achieving critical MS Teams parity (channel mapping, workflow actions, incident flows) to support Q3 expansion priorities
• Expanding workflow action coverage significantly, accelerating functional parity
• Reducing Slack configuration friction across app setup, extensions, and in-app settings—lowering onboarding complexity and support burden
• Streamlining incident workflows, including a cleaner manual incident creation flow that improves responder speed and clarity
Beyond feature delivery, Michael improved cognitive signal-to-noise in chat by prioritizing human interaction over automated clutter—enhancing responder focus and reducing operational downtime.
+22%
Customer Engagement in chat
#1
The most requested feature by customer in 2025
6
Agents launched on this platform last year
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Michael was instrumental in designing Oracle's Unity Customer Data Platform. Michael brought clarity to an incredibly complex product space, translating fragmented data workflows into intuitive, human-centered experiences. Michael shaped the foundational CX that the platform still relies on today.
Amol Sood
Director, User Experience, Oracle ERP
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Without out a doubt, Michael is the most committed and passionate designer I've ever worked with. His ability to deliver the highest quality product on a consistent basis makes working with him a breeze.
Jared Jones
Strategic AI Partnerships Leader
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Michael is an excellent designer and pure joy to work with. He enters every workday with enthusiasm, a can-do attitude and unparalleled creativity. His attention to detail, innovative thinking and overall expertise make him an indispensable asset for any team. On top of his top-notch technical skills, Michael is humble and kind, always has a smile on his face and is wonderful to have as a collaborator and friend.
Kassie Paulin
UX Designer at Workday
