Incident Management Experience Vision
A strategic UX initiative to define the future of incident response and observability at Intuit.
The project introduced a unified experience framework and AI-driven design principles that empower engineers to detect, collaborate, and recover swiftly during service disruptions.
Company
Intuit • Observability platforms • 2025
Role
Product designer
Duration
8 weeks
Responsibilities
UX Design
UI Design
Prototyping
User Testing
User Journey mapping
Final Design presentation - video creation
TL;DR
A design vision that reimagines how Intuit engineers detect, respond, and recover from service incidents across a complex microservice ecosystem.
The project unified fragmented tools (Slack, Zoom, dashboards) into a cohesive experience powered by agentic AI, enabling faster collaboration, contextual insights, and confident recovery.
Through extensive research, participatory workshops, and service blueprinting, the team defined the Incident Recovery Vision 2.0 — a north star framework guiding Intuit’s future observability and resilience experiences.
How did we arrive at the vision?
Challenge
Our current process results in a high Mean Time To Resolve (MTTR) of 47 minutes. It consumes 40-50% of our developers' time in operational toil, pulling them away from building new features. Our research reveals that this is caused by three core frictions:
Lack of Business Context
Triage is compromised because we can't quickly see customer or business impact, only technical asset health.
Manual Tool switching, Fragmentation
Engineers "tool-hop" across a fragmented landscape to diagnose issues , and mobilizing teams is a slow, manual process.
Siloed Learnings
We repeatedly face similar incidents because post-incident analyses are siloed and not leveraged for organizational learning
North Star
Our goal is to evolve beyond a collection of disparate tools and create a single, intelligent ecosystem for incident management. An Intelligent "Mission Control" Hub.
This Hub is not a replacement for tools like Splunk or PagerDuty, but an intelligent, unifying layer on top of them.
Its purpose is to eliminate manual toil and provide immediate, persona-based context so our experts can focus on high-judgment decision-making. Success will be measured by
Final Solution: THE CANVAS
Canvas is a role-based, personalized space for everyone involved during an incident. It provides a tailored, real-time view that eliminates noise and surfaces the right information for each role, accelerating your path to resolution.
Accountable Leader view
Technical responder
Incident manager
