Crisis Response —
Golden Path + Agentic Vision
Defined an end-to-end crisis response journey across a cross-functional pillar, then evolved it with an agentic lens — identifying where AI can safely reduce cognitive load without compromising governance.
The Challenge
During high-severity incidents, customers and internal responders faced fragmented experiences across detection, mitigation, communication, and recovery. The problem wasn't just UX — it was system coordination, decision clarity, and trust under pressure.
What I Did
- Framed crisis response as a cross-team journey (not a single tool problem) with an end-to-end pillar view
- Defined the Golden Path — mapping the customer and responder journey across all touchpoints
- Added an agentic capability map: where AI should advise vs act, and where humans stay in the loop
- Created a storytelling narrative for leadership to align investment sequencing and ownership
- Used shared KRs to shift teams from local optimization to system-level outcomes
Director-Level Impact
- Broke silos by educating PM leadership on the end-to-end customer journey
- Established shared KRs across multiple orgs and partners
- Clarified roadmap and investment direction: sequencing, ownership, design implications
Outputs
- Golden Path diagram — journey + decision points
- Agentic capability map (advise vs act; human-in-loop model)
- Cross-team shared KR framing
- “Where the system breaks today” map + target state
Outcomes
Strategy alignment across orgsRoadmap clarityTeams staffed & work decomposedSilo reduction