B.

Works

INVITED USER FLOW

Removing friction to drive scalable AI adoption

Overview

The Invited User experience was a neglected artifact, fractured across different operating systems and tenancies, that was silently killing user adoption. I led the initiative to audit and redesign this ecosystem from the ground up. By creating the organization's first accurate journey map and defining a phased strategy, I aligned stakeholders on a solution that unblocked HP's critical AI rollout.

Timeline

Aug 2025 - Present(HP)

My Role

Product Strategy | Ecosystem Mapping | Cross-Team Alignment

The "AI" Business Strategy vs. The "Legacy" Reality

HP’s AI monetization strategy relied on end-users accessing the new features through admin invites. However, this critical "Last Mile" was failing. The invitation flow was an organizational blind spot: a fragmented ecosystem with no clear owner.

The User Pain

Invited user experience probelms
The flow was a fragmented "death by a thousand cuts":
jumping between email, browser, and app store with no context.

The Internal Scale

5 Teams Involved


3 Touchpoints


0 Defined Owner


Mapping the Uncharted Territory 💡

Because no single team owned the flow, no documentation existed. My first step wasn't design,it was forensic auditing.


The biggest hurdle was information gathering in a siloed organization.

I initiated a forensic audit of the current state, using visual maps (Miro) to force alignment. I chased down answers from developers and PMs to define technical constraints for Windows vs. Mac vs. Mobile users.

Mapping the Uncharted Territory
Visualizing the fractured ecosystem revealed 10 distinct frictions in the user journey.

The Phased Strategy

We realized the upcoming AI rollout would expose this legacy friction, so I defined a pragmatic phased strategy to fix it since a complete overhaul wasn't feasible.

Short-Term: Immediate fixes like auto-filling emails during sign-up to reduce friction.

Invited User Short-Term Strategy

Mid-Term: Short-term improvements plus changes like auto-populating printers in the app that requires more dev work.

Invited User Mid-Term Strategy

Long-Term: A complete architectural overhaul to remove the account requirements for a smooth, "zero friction" experience.

Invited User Long-Term Strategy

The Negotiation: Deciding What to Build

For the short-term phase, we immediately aligned on fixing the high-visibility defects: the invite email and app download page. However, the remaining scope was debated. Leadership challenged us to consider an alternative "app-first" approach.

To evaluate this potential pivot, I led the comparative analysis to help the team weigh the risks and trade-offs. This visual comparison aligned the team on the final direction, enabling us to secure the engineering resources for the additional improvements outlined in my original proposal.

Invited user design approaches comparative analysis

From Negotiation to Production

With the scope defined and resources secured for the Launch + Improvements path, I moved to execute the plan.

I specified email pre-population to prevent data entry error and ensure users set up account with correct email. I also defaulted the link to Account Creation, removing a click for the majority of users without an existing account. I then redesigned the two key touchpoints:

Invitation Email

The legacy email was vague about requirements and often mistaken for marketing.

By defining a clear content structure for the copywriting and CRM teams, I ensured the messaging establishes trust and sets clear expectations regardless of final phrasing or template constraints.

Invitation email before
Before: Users faced undefined next steps and an unfamiliar product reference ("HP Smart"), leading to hesitation.
Invitation email after
After: Leveraging the Admin’s name builds immediate trust, while the clear step-by-step breakdown sets accurate expectations.
Get software page before
Before: Inconsistent styling and visual distractions confused the user journey.
Get software page after
After: A simplified layout that establishes clear context and a singular Call to Action.
Get Software Page

The legacy page suffered from information clutter and inconsistent visuals.

I removed the noise to provide clear orientation and progress visibility. By leveraging established HP patterns to create a single path forward, I ensured a fast, lightweight build.

Impact and Results

1. Making the Invisible Visible

My user flows turned a neglected "blind spot" into a tangible problem. By visualizing the complexity, I gave the team a single source of truth, shifting the internal conversation from "nobody owns this" to "we need to fix this."

2. Driving Action from the "Bottom Up"

The biggest win was securing product and engineering commitment. We pitched the business value to leadership and successfully advocated for the resources to move this solution from backlog to production.

3. Clearing the Path for AI Adoption

Legacy infrastructure created a quality gap for users expecting AI. This project resolved that bottleneck, ensuring friction doesn't undermine HP's long-term strategy for AI monetization.