Incident Management Experience (IMX)

Principal-led transformation of a global command, control, and communications system—spanning 5 regions, 150 countries, and 700+ offices—built on Microsoft cloud and integrated with Everbridge.

>90% operational efficiency Executive-backed MVP funding Unified, scalable workflow
My Role: Principal Experience Design Lead (Director) · Lead BX/UX Researcher
Team: ~15 globally distributed
Domain: Global Security & Resilience
Stack: Microsoft Cloud · Everbridge · Figma · Teams

Summary

I led the experience design strategy and delivery of EY’s Incident Management Experience—an automation-driven platform that unified a fragmented information ecosystem into a single, scalable workflow for incident response. The MVP launched with strong executive support and a funded enhancement roadmap.

High-level IMX project stages from concept to launch
Project arc from early concept to MVP and roadmap. View (project presentation) and additional details.

Note: Excerpts are shown with intentionally reduced detail to protect IP.

Context & Challenge

Global Security needed one coherent experience to manage 90+ incident types, each with location-specific playbooks, while ensuring speed, clarity, and access for a worldwide workforce. The legacy process was manual, fragmented, and difficult to scale.

Approach

Discover & Align

I ran design-thinking workshops and contextual inquiry to map roles, flows, triggers, and dependencies—creating a verified baseline to measure improvement. I closed gaps with 1:1 SME sessions across regions to capture local workflows and regulatory constraints.

Miro workshop artifacts capturing needs and priorities
Virtual needs analysis workshops (Miro).
Design & Prototype

I produced service blueprints, modular UX flows, and an interactive Figma prototype. A Figma-based design system (components, tokens, patterns) accelerated iteration and handoff, moving quickly from low-fi wireframes to polished, testable flows.

Example of IMX UX system flows in Figma
Requirements-based UX flows, from wireframe to high fidelity.
Build & Govern

I authored a version-controlled requirements specification (functional & non-functional) to ensure traceability, curb scope creep, and seed UAT—becoming the single source of truth for the external development team.

Formal requirements document used as the single source of truth
Formalized requirements documentation.
Test & Iterate

With a high-fidelity interactive prototype, we ran global usability tests; localization findings informed the V2 roadmap. Stakeholder feedback remained continuous throughout, shaping UX and UI decisions.

Usability testing flows mapped for moderator guidance
Usability test flows and moderator guidance.

Results & Impact

  • >90% operational efficiency increase measured in live scenarios.
  • MVP funded and unveiled at EY’s Global Security Conference with strong executive backing.
  • Repeatable framework created for broader organizational adoption.
Functional components of the final solution
Functional staff-facing components.

Deliverables

Strategy & Governance
  • Experience vision, decision principles, success metrics
  • Global incident taxonomy & playbook templates
  • Roles/RACI and change governance
  • Version-controlled requirements (F/NFR, accessibility baked-in)
Research & Evidence
  • Discovery report & baseline metrics
  • Contextual inquiry, journey maps, role archetypes
  • Usability protocols, scripts, findings, deltas
Service & Interaction Design
  • Service blueprints, IA/content model, notification templates
  • Task flows, wireframes, high-fidelity UI
  • Interaction specs, error/edge-case playbooks
Systems & Enablement
  • Figma prototype & component library
  • Integration patterns (Microsoft Cloud + Everbridge)
  • Backlog grooming with UX acceptance criteria
  • Admin console patterns for sustainability

Evidence & Visuals

Kickoff whiteboard capture of needs and goals
Kickoff whiteboard—vision, needs, and success criteria.
Composite of early concept sketches
Early concept sketches used to drive vision decisions.
Storyboard still for animated funding video
Animated story visualization submitted with business case; MVP funding approved.
High-level creation flow for incidents
Detailed solution flows captured end-to-end.
Admin experience screens for templates and roles
Administrative console to scale templates and roles.
V2 product roadmap informed by global testing
V2 roadmap driven by global localization insights.

Stakeholder Testimonials

“Jay’s contributions will simplify the process for our stakeholders — many of whom are senior leaders across EY globally.”

Lisa T., Director – Global Business Resilience

“This is the best crisis management software I’ve ever seen.”

Bruno K., Director – Security Risk Management, Europe West

“This is going to change Crisis Management at EY.”

Ankush M., Director - Risk Management – Global Delivery Services

“He listens to understand needs and builds effective solutions. The value is real.”

Edward H., IMX Project Manager – Global Security

“Jay listens to really understand the needs of the stakeholders, then develops a technological idea to meet the need of the team. His years of experience outside of the firm has provided real value as we work through this solution.”

Dan Y., U.S. Central Regional Security Manager

“Jay consistently adds value and does a great job challenging the team’s assumptions - asking us to think of alternative approaches - that helps us come to a better final product and understand why we are making certain decisions.”

Randolph M., Global Physical Security & Technology - Strategic Lead

Let’s Connect

If you’re tackling complex, cross-regional operations work and need measurable design outcomes, I’m happy to compare notes.

LinkedIn profile LinkedIn
j.riggin@xd-pro.com
+1 978.844.8131