Verizon Business – Building UX from the Ground Up.
Rebuilding Trust in the Experience
When I joined Verizon Business in 2015, their enterprise IoT platform ThingSpace had powerful capabilities, but a painful user experience. It was built by engineers for engineers, with little focus on usability, efficiency, or design consistency. Enterprise customers were frustrated. Tasks that should take seconds, like finding or troubleshooting a device, took minutes or even hours. Support teams were fielding calls they shouldn’t need to.
With support from forward-thinking product leaders, I assembled and scaled a cross-functional UX team to completely rethink the platform. Our mission: make device management intuitive, scalable, and design-led, while building trust with both internal teams and enterprise users.
Human-Centered Design Driving Product Transformation
With stakeholder buy-in and a strong design foundation, we worked side-by-side with engineering to execute the redesign in agile sprints. We delivered interactive prototypes, demo-ready flows, and full UI specs that accelerated go-to-market efforts. The final product launched as a fully reimagined ThingSpace platform one that put usability and customer success at the center. That work seeded a new culture of design-led product development inside Verizon Business.
Built a scaleable design system and centralized UX team
Lowered support calls and increased daily active users
Improved cross-team, stakeholder and executive collaboration
My Role
I led the UX transformation of Verizon Business’s IoT platform, helping shift ThingSpace from an engineer-led tool into a more intuitive, scalable enterprise experience. I built and scaled the UX function, aligned stakeholders around a user-centered vision, and drove the strategy, systems, and execution needed to make usability a core part of the product.
What I Did
- Defined the UX strategy and roadmap for rethinking ThingSpace from the user’s point of view
- Led design thinking sessions, stakeholder alignment workshops, and user interviews to uncover friction in core workflows
- Guided the redesign of key platform experiences to improve usability, efficiency, and confidence for enterprise customers
- Partnered closely with engineering to move from concept to execution through agile delivery
- Built and scaled a cross-functional UX team that expanded design maturity across the organization
- Established stronger UX processes, patterns, and collaboration models to support long-term product consistency and speed
- Helped seed a broader culture shift toward design-led product development inside Verizon Business