Work Skill
Business Case Development
2 case studies
Increasing conversion by 90%
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. Research showed the structure was close; the vocabulary was not.
The Hold Nobody Told Them About
A hold that worked exactly as designed was quietly killing orders nobody had counted. I sized it from the behavior it produced, and the verification agent built to my requirements was volume tested against 231 real leases.