When I joined OneTrust, Issues Management was a cautionary tale: a powerful system built without user input, avoided by the very clients it was meant to serve. The technical infrastructure existed, but trust did not.

The breakthrough came not from redesigning screens, but from understanding why clients had given up. Their workarounds with JIRA and Excel were not just habits—they were protective measures against a system that had burned them before.

By turning those resistant clients into collaborators, we transformed the problem. The service blueprint became our shared language. The 3-stage migration became their safe path forward. The recycling bin became their safety net.

I left OneTrust to join EA Frostbite before seeing the migration system ship to all 14,000 clients. But I left behind something more valuable than shipped features: a validated approach, production-ready specifications, and a team aligned on solving the right problem.

Sometimes the most important design work happens before a single pixel is pushed—in understanding why people said no, and giving them a reason to say yes.