Citi - Customer 360

01

Before we designed anything, I had to learn the business—its customers, terminology, KPIs, workflows, and the decisions leaders were trying to make. I brought business, data, technology, and design partners together around a shared definition of the problem and what success needed to look like.

02

My role was to turn a complicated, often unpredictable intake into a clear product vision. I worked through the information architecture, defined what belonged in the first scan versus a deeper investigation, and set the creative direction for a Customer 360 experience that made the data tell a coherent story.

03

From there, I led the team through concepting, prototyping, critique, and iteration—matching the work to each designer’s strengths while staying hands-on when the project needed it. We tested ideas with stakeholders, resolved competing needs, and translated the vision into dashboards and application patterns the business could actually use.

04

I also made sure the work could outlive a single project. We turned what we learned into reusable components, visualization standards, and practical guidance, while using Customer 360 as a model that helped other teams see what was possible and build support for additional initiatives.