Carl Wright | Experience Designer & Strategist
CARL WRIGHT

Experience Designer & StrategistRoswell, GA · USA

Carl Wright

Creating clarity, connection & confidence through design.

I make complex products, services, and systems feel simpler, more useful, trustworthy, and human, using research, co-creation, and storytelling.

Explore My Work View Résumé
  • 8+years in UX and experience strategy
  • 54customer accounts on Bridge Automation
  • 96%key stakeholders enabled on WorkSpan

How I Work

Better Experiences Begin by Listening to People

I bring users and stakeholders into the work early, make complexity visible, and tell the story clearly enough for teams to act.

Read My Story
  1. 01Listen FirstResearch and synthesis that turn needs into direction.
  2. 02Co-CreateFacilitated workshops that align stakeholders, product, and engineering.
  3. 03Make It VisibleJourney maps, blueprints, and prototypes that make complexity understandable.
  4. 04Design for TrustHuman-centered, inclusive, and ethical AI and data experiences.

How My Focus Has Grown

From a Single Page to Whole Systems

Each role widened what I design for. The purpose stayed the same: better experiences for people.

  1. 2015Experience Design ConsultantCarl Wright DesignBrand, web, and service design for small businessesVisual design
  2. 2017Graphic DesignerAdventHealthPatient materials, a 2,000+ asset rebrand, and hospital spacesPeople and spaces
  3. 2021UX/UI DesignCareerFoundryFormal training in UX research and interface designInteraction design
  4. 2022UX Designer → Senior LeadKyndryl Global AlliancesConnected alliance experiences across 10+ market teamsServices and strategy
  5. 2024Senior Lead UX DesignerKyndryl BridgeAutomation, policy governance, and Agentic AISystems and AI

The bar under each role shows how wide my scope reached, from visual design to systems and AI.

Contact

Let's Create Something That Makes Life a Little Better

I'm open to roles in experience design, UX strategy, service design, customer experience, and design leadership. If you're working on something complex that deserves a more human experience, let's talk.

Email Me View Résumé
All Case Studies

for administrators, delivery teams, and developers building automation

Making Enterprise Automation Self-Service

I turned hand-written domain-specific language (DSL) orchestration into a visual, low-code Workflow Builder that administrators and delivery teams can use without backend help.

The final Workflow Builder: build on the canvas, configure in context, then publish.
  • 54customer accounts with Bridge Automation Service enabled, and growing
  • Up to 10Kdevices supported by AI agents and long-running automation
  • 10+co-creation workshops to define the Service & Automation Catalog lifecycle
Project
Kyndryl Bridge · Automation & Policy Services
My Role
Senior Lead UX Designer · 2024–Present
Disciplines
UX · Interaction Design · Experience Strategy · Enterprise Design · Systems Thinking

Reading Time

01 · Context

Automation Without the Complexity

Workflows were written by hand in a DSL, so building one meant knowing platform-specific logic. That slowed delivery and invited avoidable errors.

What People Needed to Do

  • Create workflows on their own
  • Add definitions in YAML or JSON
  • Save new versions without overwriting old ones
  • Reuse existing workflows
  • Choose which version runs
  • See dependencies before making changes
  • Manage the full workflow lifecycle safely
A workflow definition written in DSL as JSON, with a spec version, an ID, a start step, and a validate_request step listing its arguments and result branches.
BeforeA workflow defined in DSL. Every step, argument, and branch was written by hand.

02 · Understand

The Real Problem Was Confidence

Building a workflow wasn't the hard part. Everyone who touched automation needed to trust that their changes were safe.

Who We Designed For

  • Orchestration and Account AdministratorsAuthor and publish workflows
  • Delivery and Consulting PractitionersBuild reusable automation
  • Advanced DevelopersWork through DSL, APIs, CLIs, or IDEs
  • Operational UsersMonitor workflow execution

Who I Worked With

  • Cross-functional leadership
  • Product managers
  • Architects
  • Engineers
  • UX leadership
  • Content design
  • Catalog and platform teams
  • Delivery stakeholders

How We Learned

  • Existing-workflow analysis
  • Product and architecture grooming
  • Engineering prototypes
  • UX evaluation
  • Delivery pilot feedback

03 · Frame

From Backend Dependency to Self-Service

Each step moves people further from relying on backend teams and closer to full control.

The Opportunity, Step by Step

04 · Design

How the Workflow Builder Evolved

The design grew from information architecture into a visual builder. Then it got simpler: validation moved into the background, so publishing became one clear step.

Design Iterations

Drag the handle or select a phase to see how the design changed.

Final Design, Annotated

Pick a screen, then select a number to see the reasoning.

    Design Scope

    1. Information architecture and entry points
    2. Workflow list and administration
    3. Workflow creation flow
    4. Visual canvas and workflow composition
    5. Step library and discovery
    6. Node and connector interactions
    7. Step configuration and input mapping
    8. Progressive disclosure and drill-down
    9. Contextual properties panel
    10. Draft saving and workflow continuity
    11. Real-time validation and error recovery
    12. Publishing and catalog integration
    13. Version and lifecycle management
    14. Testing and debugging
    15. Execution monitoring and results
    16. Interaction guidance and learnability
    17. Design-system alignment and final interface

    05 · Connect

    One Lifecycle, End to End

    Every workflow follows the same loop: create, configure, publish, execute, observe, and iterate. Validation runs in the background while people configure, so it is no longer a separate step.

    The Workflow Lifecycle

    06 · Deliver

    What Changed

    The Workflow Builder now runs automation at enterprise scale, and Bridge Automation Service is enabled across 54 customer accounts.

    • Replaced hand-written DSL orchestration with a visual, low-code Workflow Builder
    • Runs AI agents and long-running automation across up to 10,000 devices
    • Bridge Automation Service enabled across 54 customer accounts, with adoption expanding
    • Facilitated 10+ co-creation workshops to define the Service & Automation Catalog lifecycle

    07 · Reflect

    What This Taught Me

    Simplifying enterprise software isn't about removing sophistication. It's about revealing complexity at the right moment, so people can move through it with confidence.

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    Experience Designer & StrategistRésumé

    Carl Wright

    Creating clarity, connection & confidence through design.

    Download Résumé Connect on LinkedIn (opens in new tab)

    Experience

    Kyndryl 2022 – Present

    Senior Lead UX Designer 2024 – Present

    Kyndryl Bridge · Automation & Policy Services

    Led experience strategy and UX for Kyndryl Bridge Automation and Policy Services. Bridge Automation Service is enabled across 54 customer accounts.

    • Turned DSL-based orchestration into a visual, low-code Workflow Builder running AI agents and long-running automation across up to 10,000 devices.
    • Facilitated 10+ co-creation workshops with cross-functional stakeholders to define the Service & Automation Catalog lifecycle for managing content at scale.
    • Led UX for foundational Policy Service capabilities (bundles, tenant adoption, versioning, evaluation visibility), laying groundwork for Agentic AI policy controls.
    • Shaped Agentic AI governance and observability, linking agents, workflow runs, and policy decisions to make automated operations transparent.

    UX Designer → Senior Lead UX Designer 2022 – 2024

    Global Strategic Alliances · Partner Management

    Led UX and experience strategy for Kyndryl’s global alliance ecosystem, turning manual, fragmented processes into connected digital experiences.

    • Improved partner-opportunity visibility for an organization that beat its $1B FY23 hyperscaler signings target with $1.2B, then hit $1.5B in FY24.
    • Helped drive WorkSpan’s rollout as the alliance business platform; enablement reached 96% of key stakeholders as FY24 brought 260 new customers.
    • Engaged 10+ global market teams through research and co-creation workshops, turning diverse needs into consistent alliance experiences.

    AdventHealth Gordon Calhoun, GA

    Graphic Designer & Multimedia Specialist 2017 – 2021

    Marketing · AdventHealth Gordon, Murray & Medical Group

    • Led the local market in a system-wide rebrand, updating 2,000+ assets in one year across two hospitals and 27 clinics.
    • Redesigned patient information booklets with clinical teams, making complex health content accessible and supporting better patient experience ratings.
    • Governed brand standards across nearly 50 hospital campuses in 12 states as a member of AdventHealth’s corporate creative committee.
    • Designed environmental experiences, including a history corridor and cafeteria interior, that made clinical spaces more welcoming for patients and visitors.

    Carl Wright Design Roswell, GA

    Experience Design Consultant 2015 – Present

    Independent · Experience, Service & Brand Design

    Help small businesses improve how customers find, understand, and engage with them across digital, brand, and in-person touchpoints.

    • Led research, co-creation, and service design for wellness business Balance8Life, defining its niche and target customers to grow its client base 60% in six months.
    • Redesigned the digital customer experience for an interior design business, aligning business goals with client needs to lift site views 40%.
    • Create brand identity systems that give small businesses a clear, consistent presence across every customer touchpoint.

    Selected Case Studies

    How I Work

    Better experiences begin by listening to people.

    I bring users and stakeholders into the work early through co-creation, make complexity visible with maps, blueprints, and prototypes, and tell the story clearly enough for teams to act. The discipline has grown; the purpose hasn’t: design better experiences for people.

    Carl Wright smiling, wearing round tortoiseshell glasses, a light linen blazer, and a blue patterned shirt, with the ocean behind him.

    About

    Hello, I’m Carl

    I design better experiences by starting with people.

    I’m an Experience Designer and Strategist who makes complex products, services, and systems feel simpler, more useful, trustworthy, and human. My work spans UX, service design, customer experience, and experience strategy, and today it centers on enterprise automation and AI.

    At Kyndryl, I lead UX for Kyndryl Bridge Automation and Policy Services. I translated complex orchestration into a visual, low-code Workflow Builder that supports AI agents and automation across up to 10,000 devices, co-created the Service & Automation Catalog through facilitated workshops, led the foundational Policy Service experience, and am shaping how people govern and observe Agentic AI. Bridge Automation Service is now enabled across 54 customer accounts.

    Before Bridge, I led UX for Kyndryl’s Global Strategic Alliances, turning manual alliance-management processes into connected experiences and helping roll out WorkSpan across 10+ market teams.

    Before enterprise software, I worked in brand, healthcare, and spatial design. At AdventHealth, I helped lead a system-wide rebrand of 2,000+ assets in one year, redesigned patient information to be clear and accessible, and turned hospital spaces into more welcoming places. That background still shapes how I work: visual communication and storytelling help teams see the problem, and co-creation helps them commit to solving it.

    Explore My Work View Résumé

    How I Work

    • Listen FirstResearch and synthesis that turn needs into direction
    • Co-CreateFacilitated workshops that align stakeholders, product, and engineering
    • Make It VisibleJourney maps, blueprints, and prototypes that make complexity understandable
    • Design for TrustHuman-centered, inclusive, and ethical AI and data experiences

    What Guides Me

    • WisdomSeek understanding before action.
    • PeaceCreate clarity where complexity creates friction.
    • AuthenticityDesign and lead from a place of honesty and humanity.
    • Servant LeadershipMeasure leadership by what it enables others to become.

    Work

    Selected Case Studies

    Five stories about making complex products, services, and spaces clearer for the people who use them.

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