Work Skill
Business Case Development
4 case studies
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.
What Motivates 164 Million Customers?
Design talked personas. Business relied on value segments. Product had neither. With 164 million connections and no common language, how do you align everyone? I led Identity Architecture to create the missing framework.
Half a Million People Ask to Come Back
Half a million people a year ask to come back. The only route runs through an agent, and it costs them their loyalty tenure.
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.