Root Cause Analysis (RCA)

Turning fragmented problem data into a clearer RCA experience for connecting causes, validating findings, and driving resolution.

Data VisualizationAI-Assisted WorkflowsInformation ArchitectureGenerative AIDesign to Development

Role: Product Designer
Team: Product Manager, Engineering
Timeline: 2025-2026
Platform: Web - ITSM workflow
Scope: Research insights → implementation

A laptop displaying the native RCA diagram in Problem Management, with contributing-factor cards connected down from the issue and a "Set as cause" action on two of them.

TL;DR

Root cause analysis (RCA) was a complex, fragmented process that made it difficult for teams to connect contributing factors, validate findings, and communicate the full story behind a problem. I translated research insights into a new, native RCA experience within Problem Management - from investigation through final reporting - partnering closely with engineering and PMs to bring it to production. RCA diagram and report are now an integrated part of Problem Management, giving teams a structured way to investigate root causes, capture their findings, and communicate the outcome without relying on external tools.

Open sesame