What was broken, what we changed, and what happened.
The value was there. Players needed to see it.
Xbox Rewards already had real value, but customers could not always see that value while deciding what to buy. I owned the monetization roadmap and wanted to test whether showing points at the right moment would matter.
We put real-time Points Preview on Store product and purchase-confirmation surfaces, then ran an eight-week controlled experiment. No guessing whether the feature “felt” successful.
Result: The experiment verified a 0.62% Store revenue lift. The broader Shop and Earn program reached $100M+ in attached revenue, up 53% year over year in its first year.
Why did we ask someone on their own console to verify again?
Xbox customers were hitting an extra identity check when redeeming Rewards points on console. From a security perspective, the step made sense. From the player’s perspective, it was friction on a device they were already using.
Result: Console Rewards redemptions increased by more than 45%.
Sometimes the product improvement is deleting things.
Boeing’s CRM and sales platforms carried data that added cost and complexity. More data was not making the system more useful.
Result: Stored CRM data fell by 48%, with estimated annual cost reductions of $3M–$5M.
A sales proposal should not be the hard part of selling an aircraft.
Boeing sales leadership had identified the deal and offer process as a barrier. Before choosing a platform, I spoke with Sales Directors, end users, and executives to understand how the work really happened.
Result: Delivered an MVP and early-adopter rollout to establish a foundation for modernizing the proposal workflow.
A content edit should not require an engineering project.
At City National Bank, many routine website updates depended on development work because the sites were built on hard-coded legacy experiences.
Result: Reduced the engineering effort needed for routine content and design updates. The résumé does not assign a numerical saving to this work.
The faster viewers find something good, the better the experience.
At Sony Pictures, Crackle had to help viewers find content across devices and a growing international footprint. Discovery was a product problem, not just a content problem.
Result: Time to content decreased by 11%. The platform also expanded to support more than 30 languages.