Creating one notification system across a fragmented enterprise ecosystem.
Ford Pro had notifications being created across multiple products, platforms, and teams without a shared framework. I led the experience strategy and research that helped reframe the problem from individual messages to a scalable enterprise system built around events, roles, priorities, preferences, and governance.
01
The notification problem was not simply inconsistent messaging. It was a fragmented system with duplicated effort, unclear ownership, and different rules across teams and platforms.
Users experienced inconsistent, repetitive, or poorly prioritized notifications across Ford Pro services.
Fragmented notification logic created inefficiency, reduced relevance, and weakened trust in the broader experience.
Multiple teams, platforms, and products were solving notification problems independently with no shared governance model.
02
I led the strategic framing of the problem, directed research, and helped multiple teams align around a shared enterprise model.
My role was not limited to directing the work. I also worked directly in the research synthesis, framework development, and scenario modeling where hands-on contribution helped the team move faster and create clarity.
03
Step 1: We started with
Individual teams trying to improve notification experiences within their own products.
Step 2: We realized
The larger problem was fragmentation — different systems, priorities, roles, and rules were creating inconsistent customer experiences.
Step 3: We shifted toward
A shared enterprise notification framework that could scale across products, roles, platforms, and future experiences.
04
The strategy came to life through three key moves.
01
We first needed to understand how notifications were being created, delivered, and experienced across Ford Pro.
My role
Directed the discovery effort, synthesized the findings, and helped frame the problem at the enterprise level.
02
Rather than designing individual notifications, we created a framework that defined the universal elements every notification needed to consider.
01Event
A triggering event happens.
02Data Source
A system validates or recognizes the event.
03Priority
The notification is prioritized based on urgency and relevance.
04Roles & Permissions
Who should receive it, based on role and access.
05Preferences
How and where the user wants to receive communication.
06Checks & Balances
Rules that prevent duplication, overload, or conflicting messages.
My role
Led the framework definition and translated research findings into a scalable system model.
03
The framework was built to create consistency across teams, not just improve individual messages.
My role
Facilitated alignment across teams and helped establish a model that could support adoption beyond a single product.
05
The framework was grounded in a large-scale research effort focused on both customer behavior and organizational complexity.
What we learned
My role
Directed the research approach, participated in synthesis, and translated the findings into the framework and recommendations.
06
A more consistent, relevant, and predictable notification experience across Ford Pro products.
Reduced fragmentation and created a stronger foundation for scalable enterprise communication.
Aligned multiple teams around a shared notification model, vocabulary, and decision framework.
07
The hardest part of enterprise UX is often not designing the interface. It is creating a shared model that multiple teams can trust and use.
This project reinforced the value of systems thinking — especially when fragmented experiences are symptoms of deeper organizational and governance issues.
The strongest progress came when stakeholders stopped reviewing individual notification examples and started making decisions together about the system behind them.