Verizon AI — 10 years of designing intelligent enterprise products at scale.

Four projects. Ten years. Measurable outcomes.

The scope of Verizon AI work.

How I approached each project.

Across these four projects, I applied a consistent research-first approach adapted to each context. Methods used:

Each project presented unique research challenges: the Rad'r IoT dashboard required understanding physical facility management workflows; the Digital Assistant required understanding how 150k employees searched for and acted on information; Bot Studio required understanding both technical builders and non-technical business users simultaneously.

What made these projects hard.

• No navigation architecture on any of these projects — every design was from scratch Required establishing UX patterns, IA, and design systems before any screens could be built
• Merging platforms — existing systems needed to coexist Cross-platform consistency across different data models, legacy UIs, and technical constraints
• Scale — 150,000 employees across the enterprise Designs had to work for radically different user types, literacy levels, and task contexts simultaneously
• Accessibility compliance required from day one Enterprise-grade WCAG compliance on every AI interaction and dashboard component
• Aggressive timelines — 1 to 9 months per project Required rapid prototyping, continuous stakeholder alignment, and phased delivery strategies

Designing a product that became intellectual property.

The Rad'r project was unique in my Verizon portfolio: it began as a dashboard design problem and ended as a granted US patent. Facilities management required consolidating data from multiple vendor systems — each with its own format, update frequency, and interface — into a single, actionable dashboard for facilities managers, employees, and visitors.

• Key Design Decision
  Led with insights, not raw data — every dashboard element designed to prompt a decision or action, not just display a number. Facilities managers needed to know what to do, not just what was happening.
• Outcome
  Smart Building Innovation Award, Verdantix, London 2020. US Patent #11,545,023 granted January 2023. The design work directly contributed to protectable intellectual property.

Outcomes across 10 years.

• AI chatbots and virtual assistants reduced enterprise support response times by 68%
• Digital Assistant: 10-20% service desk call reduction ($6M savings), $12M productivity impact, launched to 150,000 employees
• HR product gap analysis: admin hours reduced 32%, $0.5M cost savings — Luminary Award
• Volunteer Portal: 93% engagement boost through scalable design system
• Rad'r IoT: Smart Building Innovation Award 2020 + US Patent #11,545,023, January 2023
• Sourcing Portal: 15+ user interviews conducted, design refinements improved usability and conversion by 23%
• 23 Verizon Spotlight Awards for Innovation, Accountability, Quality, Teamwork, and Personal Commitment across the 10-year tenure

What I learned.

• 10 years at Verizon gave me something most designers don't have: institutional depth. Understanding the complexity of enterprise infrastructure, employee culture, and technology constraints made every design decision more grounded and realistic.
• The Rad'r patent changed how I think about design. A well-designed system — physical or digital — can create protectable intellectual property. Design thinking isn't just about UX; it's about value creation.
• Designing AI at scale taught me that the hard problems are social, not technical. Getting 150,000 employees to trust and use a new AI system required as much change management thinking as it did UX design.

Design Artefacts

Verizon — Portfolio & Case Studies — 31 pages

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