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.
Project type
Enterprise Platform · Incident Management · AI-Assisted Workflows
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
Modern incident response is fast-paced, high-stress, and fragmented across tools, teams, and roles. This project focused on re-imagining the end-to-end incident recovery experience, spanning detection through post-incident learning, by designing a unified and intelligent system that reduces operational toil, improves decision-making, and accelerates recovery.
The outcome is a future-facing vision for an AI-assisted incident ecosystem that brings incident leaders, responders, and incident managers together around shared context, aligned priorities, and clear actions.
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
