Work
Nine times someone handed me a mess
Sixteen years of service design, information architecture, and product work across telecom, media, and enterprise software. Different scale each time, identical shape: many things forced to behave like one.
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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.
+90% Perk conversion rate
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The Feature Everyone Was Sure About
A customer who wants to share her Wi-Fi password cannot do it in the app she opens to manage her home internet. The fastest way is to leave Verizon. Four studies on the fix, and two said we were wrong — about what to build first, and whether anyone could use it.
194 Participants in the Kano study
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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.
~520K Customers return each year
Earlier
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Experience Designer
Rebuilt the Steelcase e-commerce buying journey from customer research: 25% monthly sales increase, 30% lift in satisfaction, 20% fewer support inquiries. Set the digital experience strategy for an adjacent SaaS platform.