Work Skill
Business Case Development
4 case studies
Uncovering a mental model that increased conversion rates 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.
What Motivates 164 Million Customers?
Design talked personas. Business relied on value segments. Product had neither. With 164 million connections and no common language, I led Identity Architecture to build one customer model. The business case cleared; a Tiger team delivers in Q4 2026.
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.