Product Design + Service Design + Experience Strategy

PORTFOLIO

WHO

With 20+ years of experience in End-to-End User Experience (UX) and Service Design, I lead global organizations that bridge the gap between human-centered innovation and measurable business outcomes. My expertise lies in orchestrating cultural shifts—transforming feature-led roadmaps into Experience-First strategies that accelerate time-to-market and drive sustainable growth.

I specialize in building and scaling high-performing teams across high-stakes domains like AI-Native Networking, FinTech, and Cloud Infrastructure (SaaS). By integrating Jobs-to-be-Done (JTBD), Lean UX, and Dual-Track Agile, I empower cross-functional teams to navigate complexity with clarity. I don’t just manage designers; I develop directors and leaders who speak the language of the business.

"Good design is good business"
- Thomas J Watson
Steven Roy

WHAT

AI Product Strategy & Agentic UX

Pioneering the transition from static interfaces to Intelligent, Autonomous Systems. I focus on the "Trust Layer" of AI—designing for explainability, reliability, and seamless human-agent collaboration.

Business Orchestration & ROI

I translate design quality into C-suite KPIs. By sharpening "Product Sense," I align design vision with engineering feasibility and market timing to ensure every pixel contributes to the P&L.

DesignOps & Operational Excellence

I bridge the "What" and the "How," maturing Design Operations to increase shipping velocity and maintain a high-quality bar across distributed global systems.

Omni-Channel Service Design

Redefining customer journeys for an AI-first world, ensuring that technology acts as a catalyst for human progress rather than a barrier.

Culture & Teams

Proven and repeatable method for building teams from the ground up with established mature design cultures capable of solving wicked problems.

Experience Design

From napkin sketch to fully functional simulations, I understand how to balance intuition with behavioral evidence and research that solve problems and addresses unmet needs.

OVER 20 YEARS OF DESIGN EXPERIENCE

WHERE

My foundation as a small business owner and consultant for over seven years instilled in me the "heart of an entrepreneur"—the agility and patience required to navigate complex, highly regulated spaces like FinTech, Healthcare, and Pharma.

I'm passionate about people, experience design, and transforming complex enterprise environments into human-centered, outcome-driven organizations. At Charles Schwab, you built the firm’s largest multidisciplinary UX team from the ground up, notably launching the firm's first automated "robo-advisor," Schwab Intelligent Portfolios (AI/ML), which translated complex financial algorithms into a supervised-automation interface. During your tenure at Dell Technologies, you scaled a 45-person team to support the APEX (PaaS) launch—achieving $1B in revenue growth within 18 months—and founded a unified global design system that replaced five legacy systems for over 2,000 teams. Most recently at Extreme Networks, as Senior Director of Product Experience, you have pioneered an AI-first strategy by spearheading the vision for Extreme Platform ONE. This unified AI core integrates networking and security data into intelligent, actionable insights, featuring "flexible AI modes" that allow NetOps and SecOps teams to transition from manual tasks to supervised, agentic workflows. Your leadership at Extreme has not only delivered a cohesive Extreme Design System to ensure UI consistency but has also simplified high-stakes security journeys, such as Universal ZTNA, through rigorous mixed-method research and an "outside-in" outcomes-driven roadmap.

Clients

WORK

Charles Schwab: Investing Services

Low Performance Reporting  engagement

In order to understand why and define how I created a strategy deck that included:
- context surrounding the problem,
- use cases,
- evidence-based recommendations and,
- wireframes of possible interaction models and flows.

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Charles Schwab: Investing Services

Remember MapBlast?

Regardless, it was no Google Maps and back in 2009 Schwab was still using MapBlast to provide mapping capabilities, using 16 different legacy databases, two different CMS platforms and two different domains that duplicated the urls diluting SEO benefits. My efforts included:
- a competitive review,
- user studies / journeys,
- IA specifications with wireframes, and
- a usability  findings report.

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View Case Study
Case Studies

HELLO

I'm always interested in talking about good design in buildings, brands, the digital realm and the natural world.

ROY@STEVENKROY.COMLinkedIn