Sarah Goldman Goodman

About Sarah Goldman Goodman

Designing intelligent systems people can understand. For more than two decades, my work has lived at the intersection of information architecture, AI discovery systems, and experience design, shaping how complex platforms communicate knowledge so people can navigate and trust them.I began this work at IBM, helping design enterprise knowledge systems used by hundreds of thousands of employees worldwide. As part of the team responsible for IBM’s global intranet and digital workplace, I worked on multiple large-scale redesigns of the company’s internal experience. That work focused on structuring information so people could find what they needed quickly and confidently. The intranet we helped build, IBM’s w3 On Demand Workplace was later recognized by Nielsen Norman Group as one of the world’s Top 10 intranets.Over time my work evolved from organizing information to designing how systems intelligently surface it. At IBM Innovation, I led discovery and personalization initiatives that resulted in a patented AI-powered enterprise discovery platform. The system surfaced relevant knowledge based on user intent, organizational context, and colleague activity, improving search satisfaction by 50% and generating approximately $5M in annual productivity savings.At ServiceNow, my work shifted to the language layer of the platform itself. I led enterprise product naming and portfolio architecture across hundreds of platform capabilities and helped establish the AI Experience (AIx) category, shaping how the company communicates its expanding AI ecosystem. Along the way I built governance models that brought together product, engineering, marketing, brand, and legal teams to align how the platform expresses its capabilities.Looking back, my career has followed the evolution of digital systems themselves from structuring knowledge, to designing intelligent discovery, to shaping how AI communicates with humans. Increasingly I think of this work as AI Experience Architecture: designing the structures that allow machine intelligence to become usable, understandable, and trustworthy.As AI systems become more capable, the real design challenge is not only building them; it’s designing experiences that help people trust, navigate, and benefit from that intelligence.And that’s a design problem I care deeply about solving.I’m always interested in conversations about designing intelligent systems, enterprise platforms, and the emerging discipline of AI Experience Architecture.

Experience

1. Founding Member

   Found Studios, Llc

   Dec 2015 — Present

   Founding member at FOUND Studios, we are a consulting studio that treats language as product and brand infrastructure. I help organizations build nomenclature and product naming systems, portfolio architecture, and taxonomy/metadata models that improve clarity, consistency, and discoverability. I partner with cross-functional leaders to align on customer meaning, then operationalize decisions through governance, workflows, and AI-ready semantic systems that scale.

Education

• Rensselaer Polytechnic Institute

  User Experience Grant, Human Computer Interaction

  2003 — 2005

• Western University

  Master of Library & Information Science - MLIS, Thesis, Context-driven Information Experiences to Motivate and Change Behavior

  1998 — 2000