Systematic, Customer-Focused Approaches to Optimizing for Success and Driving Impact
Combining Customer Insights, Reusable Patterns and a Test & Learn Culture
Success requires all elements working together; anything less falls short. I’ve built mechanisms and fostered cultures that unlocked the full potential for customer success.
Removing subjectivity
Using data to understand patterns of customer behavior is crucial for eliminating guesswork. By analyzing these patterns and mapping them to business objectives, I’ve helped teams prioritize initiatives, streamline decision-making, and align efforts with measurable outcomes. This approach ensures that strategies are grounded in insights rather than opinions, fostering clarity and driving impactful results.
Establishing Patterns for Reuse
When adopting a systems-based approach that emphasizes reusability and standardized patterns, opportunities for optimization naturally emerge. I’ve led teams in creating and scaling reusable frameworks, from foundational building blocks for applications and digital experiences to implementing AI-driven solutions. This approach accelerates delivery, reduces redundancy, and fosters faster customer adoption of solutions.
Creating a Culture of Curiosity
Genuine curiosity drives creative problem-solving. While experimentation may lead to failures, each misstep offers valuable lessons that contribute to building better products. I’ve fostered safe environments where teams feel empowered to explore, fail, and learn, while shaping organizational cultures that embrace this iterative working model. This approach nurtured innovation and resilience, paving the way for transformative outcomes.
AI Pattern Library to Unlock Global Teams
My team and I delivered a game-changing AI Pattern Library and Playbook that standardized how we delivered our CoCounsel AI solution across Thomson Reuters as well as enabling partner integrations such as Microsoft Copilot.
Developed and launched a system-based AI pattern library accelerating AI adoption across 13 flagship Thomson Reuters products in 2024. Constant innovation resulted in a 94% increase in users with a 92% increase in skill executions.
This approach unlocked global development teams to revolutionize customer experiences leveraging three interactive structures that adapted to customer needs: a small inline experience for seamless, context-specific AI support, a partial product takeover enabling simultaneous interaction with our products and AI solutions, and a full-page takeover for dedicated AI engagement.
This standardized approach significantly accelerated the delivery of AI solutions, enabling global rollout across 13 products in in 2024. Constant innovation resulted in a 94% increase in users with a 92% increase in skill executions between Q4 2024 and Q2 2025. Key implementations included Westlaw, a leading legal research tool trusted by 97% of the AM Law 100, and OneSource, a suite of corporate tax applications relied upon by the Global Big 4 accounting firms. The consistency provided by the pattern library not only streamlined development, reducing time-to-market, but also drove rapid customer adoption, enhancing user engagement and solidifying our position as a leader in AI-driven solutions.
Design Systems to Streamline Experiences
I’ve led the creation and development of transformative Design Systems, including Saffron at Thomson Reuters and Flo at Amazon Selling Partner Services.These systems unified global engineering teams, enabling consistent, high-quality user experiences while dramatically reducing redundancy.
At Amazon, Flo became the first design system to support over 1,000 engineers across 4,000 micro-applications, driving an 11% boost in customer satisfaction and a 6.7% increase in click-through rates of high-value actions. At Thomson Reuters, Saffron unified 3,500 engineers across 150 products, cutting new experience build time by 35% and improving page load speed by 15%.
By leveraging familiarity, these systems accelerated customer adoption, as consistent design reduced friction and increased user trust. Development timelines were significantly shortened by enabling reuse, while cost savings were realized by eliminating the need to repeatedly rebuild or redesign core components. These outcomes highlight how design systems not only streamline operations but also drive significant business impact, fostering efficiency, scalability, and measurable success.
Navigational Paradigms to Improve Discoverability
Intuitive navigation is crucial for helping customers explore offerings, build trust, and strengthen brand credibility. Grounded in research and tailored to customer needs, I’ve led navigational re-architectures across diverse organizations, achieving impactful and distinct outcomes.
At Clarisonic, we focused on solution-based discovery, addressing safety and benefit concerns by emphasizing problem-solving over product promotion. For Amazon Selling Partners, we structured the navigation based on the natural steps of listing products and fulfilling orders, prioritizing customer usage patterns. At Thomson Reuters, we simplified a complex portfolio by grouping offerings based on the problems they solved, aligning with customer job-to-be-done insights. Though these approaches were different, each achieved impactful and measurable outcomes, driving improvements in customer engagement and delivering tangible business results.
Structures & Reuse to Increase Conversion
Reusing consistent structures is a proven way to boost conversion rates and streamline development. By teaching customers how to interact with your experience once and reapplying familiar patterns across new features, you reduce friction and enhance usability. This approach also speeds up development by leveraging a modular “shell” framework that can be adapted as needed while maintaining a consistent structure. Moreover, addressing friction in one area creates a ripple effect, improving the entire experience and magnifying its overall impact.
I applied this strategy to Amazon Alexa’s onboarding experience within third-party products, developing a reusable framework that streamlined integration. At Thomson Reuters, this approach transformed the digital experience, delivering an 80% YoY growth of pure digital sales in the first two years, a 47% increase in self service interactions, a 44% QoQ increase in guest payment and a 12% increase in self-service renewal sign-ups. At Clarisonic, it achieved a remarkable 58% boost in conversion and a 300% surge in targeted item sales within just 30 days of launch. Driving $105m in sales in FY2010, Clarisonic was purchased by L'Oréal. These outcomes showcase the power of structured reuse to not only elevate customer engagement but also deliver measurable, impactful business results on a global scale.