Work Verizon

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.

+90%
Perk conversion rate
+57%
Engagement, year over year
15s
Time-on-task
Role
Lead Experience Designer II
Team
Experience Architecture, Navigation Architecture
Company
Verizon
Period
2024 — Present

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A story about leading a new team, and how we approached understanding our customers' mental models for how they organize information.

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