Work Verizon

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.

164M
Connections the customer model covers
Funded
Business case status
Q4 2026
Delivery date
Role
Lead Experience Designer II
Team
Experience Architecture, Identity Architecture
Company
Verizon
Period
2026 — Present

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What's inside

Design had personas, the business had value segments, and product had neither. How my team built one customer model all three could argue with — and what it took to get an unfunded idea taken seriously.

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