Service design
Principal / Director · Service design
Your customers see one company. I make the products agree.
Sixteen years on the seams between products, teams, and the people who live with both. At Verizon I led three successive teams: the store's information architecture, the customer model under it, then the practice that funds work like it.
15 companies
Selected work
Three times someone handed me a mess
Three of the nine are here; the rest are one link away. Each starts with a problem nobody owned.
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Uncovering a mental model that increased conversion rates by 90%
Led a team to shape navigation strategy, turning a grassroots initiative into progress on a CEO-level KPI.
+90% Perk conversion rate
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The Feature Everyone Was Sure About
Four studies on one feature — sharing your Wi-Fi. The two that mattered told us we were wrong: what to build first, and whether anyone could use it.
194 Participants in the Kano study
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What if your research participants aren’t real?
One research team, hundreds of product teams, and no runway between early ideation and real user testing. I benchmarked sixteen published prompt frameworks against a 169-participant study to find out what could stand in.
23 Use cases the business asked for
How I work
Three lenses, one job
Systems thinking
Build the thing that builds the things
Product design