How ServiceNow scales its design system across a 900-person org

ServiceNow is an AI platform that allows organizations to create great workflows and unlock productivity. With a suite of enterprise products used by thousands of companies worldwide, maintaining design consistency at scale is crucial to their success. This challenge led their 900-person design organization, spanning the globe, to adopt Figma—a move that has transformed how teams collaborate and deliver consistent experiences.

The move to Figma has revolutionized ServiceNow's workflow. Teams now collaborate in real-time, eliminate file version conflicts, and maintain a single source of truth for design decisions. Figma’s variables have been particularly impactful, enabling contextual design adaptation across different products. "You can design the button once and then use the variables to change it accordingly for whatever your use case is," notes Ken Skistimas, a design leader at ServiceNow.

The impact extends beyond the design team. At ServiceNow's annual user conference, even non-designers—including system administrators and business analysts—learned to create on-brand interfaces using Figma. This accessibility has made cross-functional collaboration seamless: "It's not uncommon to find a designer, product manager, and an engineer collaborating in the same file now," Ken shares.

"Figma has really become a staple in terms of our workflows," says Ken. "It's been really cool to see a tool like Figma, which I consider to be a design tool, become this critical tool for cross functions across the org that everybody can jump in and collaborate on at any time."