Hi. I’m Nathan Chapman. Currently, I’m a Senior Design Manager at Verizon.

Increasing conversion by 90% (password required)

Customers could not reliably find the services Verizon most wanted them to buy, because the storefront was organized around Verizon's structure instead of theirs.

+90% Perk conversion rate

Wi-Fi Sharing: We Were Wrong Twice (password required)

A customer who wants to share her Wi-Fi password cannot do it in the app she opens to manage her home internet.

194 Participants in the Kano study

The Hold Nobody Told Them About (password required)

A hold that worked exactly as designed was quietly killing orders nobody had counted.

~110K Orders held in 2025

How Do You Equip a 200+ Design Org with Research Tools That Keep Up with Its Output? (password required)

How we transformed static enterprise segmentation into active AI evaluators that test navigation, taxonomy, and UI before human studies run.

Firebolt, and the Developers Nobody Had Asked (password required)

Comcast was specifying a developer platform from analyst decks and an intention.

15 Developers interviewed

Chaos to Clarity: Unifying Teams with a New CRM (password required)

Five departments each keep their own version of the same client, so the answer a client gets depends on who picks up the phone.

Record Company churn record