Work Verizon

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.

~110K
Orders held in 2025
~12,100
Orders lost each year, inferred
$100K
Build cost against $5M yearly revenue
Role
Lead Experience Designer II
Team
Experience Architecture, Experience Ecosystem
Company
Verizon
Period
2025 — Present

AI in this work

  • Decks built with AI from the meeting notes, so each session opened current on the last.
  • Current-state and future-state storyboards generated from the customer story, then redrawn for the room.
  • Initial tests run with synthetic users to scope the research before the Consumer & Market Insights team was engaged.

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What's inside

Discover how we quantified the hidden cost of a necessary operational hold that was quietly killing incomplete orders. See how we mapped flawed residency checks across three distinct channels to champion a definitive business case for a critical initiative that began with zero budget.

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