A blank canvas became one unified security experience.
I led the in-app product from strategy through a trial-validated, implemented MVP—and helped convince partners to eliminate the companion app.
Demand was real. The proposed experience was a churn machine.
Research proved the opportunity—and the Tech Trial exposed the cost of technician-first setup, two apps and unreliable alerts.
Likelihood to buy among Fios / FWA prospects.
Advanced security ranked as a must-include need.
Overall satisfaction; camera use scored 3.3 / 5.
Complex setup
A technician-first flow put hardware burden ahead of confidence.
Two apps + logins
Control fractured across Verizon Home and a companion app.
Missing alerts
Customers could not reliably trust notifications or system state.
One app became the product strategy.
The breakthrough was not another camera screen. It was replacing fragmentation with one coherent Verizon Home journey.
Replace app switching
One account, one entry point, one mental model.
Bring security into Home
Alerts, cameras, clips, settings and controls together.
Make setup a service
Guided flows plus professional installation for complex hardware.
I brought the partners into one room—and changed the roadmap.
Finished one-app prototypes turned an abstract objection into a concrete business decision.
Opened additional APIs + SDK functionality needed by the unified experience.
Committed product and engineering to the one-app roadmap.
Changed installation standards, training and completion expectations.
Security trust lives in the details.
Every alert, stream, status and recovery path had to make the system feel legible before it could feel safe.
Person · animal · vehicle · doorbell
Answer and respond from the notification
Rotation + hold-to-talk
Setup was not a handoff. It was part of the product.
Home Security created a deeper Tech Trial checkpoint—and changed "installed" from hardware delivered to a fully working customer experience.
3.0 / 5 overall satisfaction exposed setup, dual-app and notification failures before launch.
A deeper checkpoint
Four camera types working before the managed trial.
A service blueprint
Training, drilling, cable management, app walkthroughs and verified alerts.
A new completion standard
Cameras online; live video, clips and notifications working.
The MVP was ready. The organization changed.
Home Security completed design, trial and implementation—but a December 2025 reorganization paused the product before its planned public launch.
01Designed + delivered
Core MVP
02Validated
Tech Trial
03Proven
Managed trial
04Implemented
Pre-launch
05Delivered, not live
Paused Dec '25
Launch readiness had to include the service around the screen.
- Wait for professional-installation training and contracts to be fully operational.
- Treat fully working setup—not hardware delivery—as the completion standard.
- Own camera industrial design and packaging as a Verizon-first experience.
Customer Experience
Nominated by VP Richard Dalton and selected as a quarterly winner for Home Security UX Design.
No DAU / MAU or post-launch customer outcomes are claimed because the MVP never entered public release.
See the unified experience come together.
A final walkthrough of the pre-launch MVP—bringing the dashboard, cameras, live video, clips, alerts and controls into one Verizon Home experience.
Leadership + Organizational Influence
Impact beyond
the interface.
As Verizon Home grew, my role expanded beyond owning critical experiences — strengthening how the organization made decisions and delivered.
CANDOR 2.0 / Analytics as an operating system
Audited, redesigned, handed off and entering phased development.
Platform serving 1M+
That's me!
01 / Set Direction
Translated research, analytics, and technical constraints into scalable IA and roadmap decisions.
554-person Home Security study • 581-person Network MaxDiff
02 / Align the System
Connected functions, leaders, and external partners around one clear customer experience.
Recognized for connecting new departments, leads, and ICs.
03 / Enable the Team
Recruited, onboarded, and mentored two designers, championed VDS, and built a Gen AI learning launchpad.
Both new hires contributing to active projects by week two.
Recognition as Evidence of Trust
Trusted to lead
the hard work.
Recognition followed the way I led — through evidence, alignment, ownership, and an insistence on one clear experience.
Exceptional leadership… championed the need for a single-app experience.
Richard DaltonVP, Experience DesignTitan Award nomination
Innovation + Intellectual Property
Approved
Technology patents
Verizon Titan CX Award
Customer Experience
The trust behind the work
2025 Review"Your strong customer focus, drive for one app… and strong relationships with neighboring departments all played a factor in you winning the Titan Award."
Dave SkuratowiczSenior Director, Home Products & Experiences
and mentoring designers
Closing Reflection
The work shaped the principal designer I became — able to turn ambiguity into direction, evidence into alignment, and craft into organizational leverage.