Hi, I'm Victor.
I study how people interact with autonomous systems. I hold a PhD in psychology and communication from The Ohio State University. Over the past 15 years, I have applied behavioral science to digital product design, previously leading UX research teams at EY. Today, I lead UX Research at ServiceNow, where I focus on agentic AI within the Sales and Order Management space. I enjoy solving problems at the absolute forefront of design, UX, and artificial intelligence. My goal is to figure out why users trust certain systems and reject others, and then share those answers with the design community.
Writing the Playbook for UX and AI
I write to document what I learn in the field. I regularly publish articles in Smashing Magazine and UXmatters. In 2016, Manning Publications released my first book, Design for the Mind: Seven Psychological Principles of Persuasive Design. My second book, Designing Agentic AI Experiences, is with CRC Press arriving in August 2026. This book provides a practical guide for researchers and designers building AI systems that plan and act independently. Additionally, Wiley will publish my third book, The Resilient Enterprise, which focuses on avoiding skill atrophy in our workforce due to the use of AI tools, due in early 2027.
Design for the Mind
Manning, 2016
Designing Agentic AI Experiences
CRC Press, August 2026
The Resilient Enterprise
Wiley, Early 2027
Outside the Office
I live outside of Philadelphia. When I am not running a user study or writing a manuscript, I spend my time raising my daughter and volunteering at her school library. I also enjoy organizing my trading card collection, playing video games, and exploring the local food scene for great plant-based meals. I share my workspace with my dog, Glitch, who occasionally interrupts my writing sessions.
