Product Leadership Design | Craft (& Service) + Systems Scale

Experiences must scale, adapt to services, for versatile experiences

Where Dunkin sells coffee for less, where does Starbucks’ app thrive? Product design in systems with service design delivers multipliers from customer preferences, lifecycles, and in-moment actions on measurable outcomes.

Value, Delivered

With two decades in product leadership including design, systems, content, architecture, and experience teams, I bring a “mentoring by doing” approach that focuses on team trust with individual growth. Most recently, I set up learning tracks with AI-upskilling with leveling benchmarks and promotional milestones. In 2024, I mentored a team migrating from XD to Figma with joint Figma and systems coaching to deliver their first design system in four months. I prioritize planning between multi-functional teams (business, PM, Dev) that evaluate roadblocks and roadmaps across human/agent, application, and agentic experiences.

Case studies in product design and experience design journeys include feasibility planning from service and system blueprint touchpoints that solve user goals with critical moment success. My motion and mixed-media background includes creating an augmented experience of future gate experiences for United Airlines. When design can solve problems, I go there.

Historically, I’ve been developing design systems for in-house design teams, go as far back as leading an enterprise design system that unified their e-Commerce and store POS apps in 2017 for T-Mobile’s “Rebellion” atomic system (Accenture/Fjord).

  • 0-1 Design Systems (Figma), adoption, development delivery maturity

  • Rapid/low-fidelity to High-fidelity Prototyping with user testing

  • Epic, Use Case and User Story definitions

  • User Flows (Pathways) and Activation Strategies

  • PRDs: Product Requirement Documents

  • Confidence Assessments from user research in patterns

  • Omni/multi-channel orchestration planning (Commerce)

  • Design Pattern Libraries with dev documentation

  • Visual Design and Brand Guidelines

  • High-fidelity Handoffs, Flow Layouts, and Jira Requirement mapping

Collaborative outcomes

  • United Airlines: Product-design-managed 13 apps across 7 ops BUs; +6% operational efficiency (1.6MM), zero downtime & zero-error releases for 3 years, 27 on-time releases/year.

  • T-Mobile: Led the “Rebellion” enterprise design system; reduced deployment costs $22MM YoY and consolidated in-store + digital, saving $2.2MM in support.

  • Nuveen 0→1 Design System: Co-built a global FinTech design system (Trellis) from scratch in just 4 months, migrating legacy components onto one platform. Trained a team in Figma design systems migrating from XD.

  • United (service/IoT): Field-tested AR gate experience, NFC bands, AI facial recognition and IoT gate innovations; won 2 CIO awards + 1 employee award for mobile product innovation.

  • Process: Innovated 34+ inefficiencies out of process/systems via design thinking; first agile design-sprint migration off waterfall.

  • Design ops: 6 design-system playbooks & brand guideline systems; grew design/CoE team 2.2x.

KPIs in case studies

In one year at TIAA & Nuveen, I delivered an AI-assisted PFM app in 11 weeks, built a 0-1 design system in 4 months, lifted 97% subscriptions, and deployed 42 updates over 5 business units supporting ~212,000 new enrollments.

A digital screenshot of a webpage titled 'Page Design Guide' with navigation options and content sections about website components and strategies.

“Design isn't just what it looks like and feels like — design is how it works”

— Steve Jobs

Screenshots of a mobile airline booking app showing seat selection, seat upgrade, and fare details. The first screen displays a seat map for flight from ORD to FLL with selected seats. The second and third screens show seat upgrade options and fare d
Diagram showing the process flow of disservice selection on a mobile app, including steps like selecting a category, incident type, and labeling the incident, with arrows indicating progression through screens.
Screenshot of a software interface displaying variables and their color palette for light and dark modes, including surface, border, text, icon, shadow, status, and tertiary categories with associated color codes.
Mobile screens showing flight details; one shows a delayed flight from Mexico City to Buenos Aires at 2:42 pm, with notifications and seat map options.
A computer screen displaying a website with a large heading that reads 'PAGE DESIGN GUIDE' and a navigation menu with options such as Home, Hub, Product, Campaign/Misc, Flow Chapters, Articles/Deep Dives, Legal, Bio, Tools/Calculators, Forms, and Cus
A webpage is displayed on a laptop with a focus on a skincare product called Artistry Signature Select Skin Brightening Serum Mask, with a botanical illustration beside it. The webpage belongs to Amway, featuring navigation links and promotional bann
Three smartphones displaying a flight check-in app with seating maps, payment details, and flight options on a dark background.
Screenshots of a modern tech business website with sections about transforming business, data-driven AI solutions, and customer engagement.
Samsung webpage advertising the 'Summer of Galaxy' event with images of multiple Galaxy smartphones, a smartwatch, and earbuds on a gradient background.
Screenshot of Vanguard financial management dashboard displaying user information, client statistics, portfolio overview, and various financial charts and data points.
Comparison of employee participation rates in auto-enrolled plans at 92% versus voluntary plans at 61%.
Screenshot of a digital calendar interface showing January 2024, with a highlighted date of the 7th. The calendar includes options for selecting month and year, and navigation arrows for changing months. On the left, there are date selection buttons,
Flowchart diagram illustrating a process workflow for a project involving CAT equipment, including search, configuration, approval, ordering, and delivery stages, with associated tasks, decisions, and user interactions.
A person with braided hair wearing a green shirt sitting at a wooden table with arms crossed, surrounded by various digital screens displaying content related to TIAA, including websites, social media, emails, webinars, articles, tools, and a YouTube
Diagram comparing button styles with labels for tertiary buttons, including variations with two or three break points, hover states, and icons for support, store locator, and billing settings.
Multiple pages of a magazine or brochure featuring articles and images about digital transformation, change, and human potential, with prominent purple, black, and white color themes and photos of people and abstract graphics.
Multiple digital devices display financial and research websites, with the main focus on a computer monitor showing a webpage with a motivational quote about 2020 and planning, alongside other screens showing graphs, charts, and financial data.
A digital presentation slide titled 'Summary of creative ideas' featuring six steps for customizing a fridge with images and annotations. Step 1: Re-envision your space with precision; Step 2: Get curated color recommendations; Step 3: See panel colo
Four smartphones displaying a transportation incident resolution app, showing incident report details, resolution options, customer confirmation, and thank you message.
A screenshot of a digital data presentation showing pricing treatments for different types of funds, with descriptions of colors, pixels, and text elements, including a small inset image of a smartphone showing a billing summary.
A webpage with a vibrant purple and blue background featuring a person with glasses, and white text that reads 'Make AI everyone's business'.
Flowchart diagram showing the process of a construction equipment sales order, including steps such as searching for equipment, configuring, sending to sales rep, receiving configuration, meeting, approving order, review, and delivery, with illustrat
A digital presentation slide with a purple and blue color scheme, featuring text, graphs, and a diagram about data and AI-driven business transformation.
Smartphone screen displaying the BESPOKE AR app for customizing kitchen cabinets, with options to place, choose colors, and see design details.
Presentation slide showing three smartphone screens demonstrating AR design tools for home, including kitchen appliances, bathroom fixtures, and a fireplace with art, with accompanying descriptive text.
A series of four mobile app screens showing the process of resolving customer issues with United Airlines. The first screen shows a login page for 'CSR Customer Resolution' with fields for last name, flight number and PNR. The second screen lists cus
Guide to checkout process on mobile website, showing cart page, non-cart page, and checkout button with recommendation to remove checkout on all pages except cart page.
Screenshot of an airline check-in web page showing passenger details and flight information, including multiple flight listings, statuses, and options for upgrades and flight choices.
A detailed infographic showing responses from vehicle buyers and responders about their experience with vehicle purchase and readiness. Includes bar charts, percentage figures, and descriptive text.
Series of five smartphones displaying Jeep advertisements and social media posts promoting the 2023 Jeep Wrangler, featuring images of blue Jeep Wrangler vehicles in rugged outdoor settings.
Two screenshots of a Samsung website promoting gaming and Twitch. The first screenshot shows a person holding a Samsung Galaxy phone with a game on the screen, and text that reads "Level up your game with Galaxy." The second screenshot shows a simila
An airplane seat map showing available seats in Economy Plus and United Economy, with some seats reserved or occupied, and a legend explaining seat symbols and availability.
Three smartphones displaying airline flight booking screens and seating charts with a dark background.
United_98I1564_v1 (1).jpg
A collage of website pages from TIAA, focused on retirement planning and investment services, featuring text, images of people, and navigation menus.
A design document with instructions for creating task icons for a user interface, including measurements and examples of icon styles, and a sample shopping cart interface showing pricing details and payment options.
Multiple smartphone screens displaying a flight booking and seat selection app interface with seat maps, passenger information, and upgrade options.
Screenshot of a website promoting nutritional supplements and health products, featuring images of people swimming in a lake, a smiling woman with colorful hair, and various product displays.
Presentation slide showing four mobile phone screens demonstrating features of a customizable refrigerator design app. The screens depict options for placing, customizing, sharing, and viewing the refrigerator's design details.
A person holds a smartphone displaying a webpage with text about annuities and an illustration of a tree with green leaves and yellow fruits.
A color palette chart showcasing various shades of magenta, grey, green, red, and black with their RGB and hex codes, and descriptions for usage and customization.
nuv_datepicker.webp
A collage of multiple web pages from TIAA, a financial services company, highlighting retirement planning, investments, and real estate topics.
Interior view of an airport check-in area with seating and digital screens displaying flight information, passengers, and signage indicating group boarding and standing-by group statuses.
Ethos-2.jpg
Screenshot of a billing statement from T-Mobile, featuring a congratulatory message for successful processing, payment details, recommendation for maintaining consistency, and a note about show more being an outlier.
LifetimeIncome-1.jpeg
Three happy people smiling for a selfie in front of a whiteboard with sticky notes and diagrams related to a Gates CSR ideation workshop.
A webpage layout for Amway's vitamins and supplements category, showing product images, promotional banners, and sections on how supplements help and why phytonutrients.
People standing near a flight information display at an airport terminal, with departure details visible on the screen.
Screenshot of a mobile checkout page with login fields on the left and a guest checkout option on the right, including instructions and a button labeled 'Continue as Guest'.
A digital illustration of confirmation pages, comparing a template with a sample receipt. The template includes sections for message, order number, details, overview, next steps, help options, and action taken. The sample receipt displays a T-Mobile
Ethos-5b.jpg
Screenshots of a mobile app interface showing Bluetooth printer connection process, with steps for selecting Bluetooth devices, discovering devices, and pairing a selected device.
Ethos-3.jpg
A webpage displaying a Trellis Design System for buttons, with sections for variants, color options, states, and icons, all showing different button styles and colors.
LifetimeIncome-3.jpeg
Screenshot of a color palette editing software showing a color wheel and graphs of color parameters, with labels for color scales on the left side.
United_SA102137-jg (1).jpg
A promotional image for TIAA, showing a woman sitting at a wooden table with a wooden chair, with various digital devices and informational content about retirement and financial planning around her.
NUV_palette_light.jpeg
Infographic with sections on HR hero, employee withdrawal statistics, flexible retirement options, advice on retirement planning, and tips for employees and employers, with images of smiling adults and professionals.
LifetimeIncome-4.jpeg
A presentation slide about boosting employee savings, featuring charts and images. It shows a rocket in the air and a person inside a tiny house, emphasizing auto-enrollment benefits and savings statistics.
Infographic discussing auto-enrollment in employee benefit plans, including statistics on participation rates, benefits of auto-enrollment, and suggestions for implementation.
NUV_Trellis_Japanese ExCropped.jpg
NUV_Trellis_Condensed Font Notessm.jpg
TIAA_EssentialsComposition.jpg
Ethos-4b.jpg

For richer experiences, my teams apply systems with operations for scaled business outcomes.

Featured Case Studies

Nuveen

0-1 system in 4 months

Featured Case Study: TIAA Product Ops

To forecast what’s ahead, you build flexible systems now

Core Problem: $1.3T Asset management platform across 11 sub-brands had no design system to scale future sales/marketing from fragmented files and only 23% A11Y standards met; significant institutional client risks.

Impact: Ahead of a 2025 rebrand mandate, unmanageable web component changeover and roll-out management with an increasingly higher accessibility risk per deployment across all 11 brands.

Solution: Within three months of my start, identified and secured C-suite buy-in. Then built 0-1 design system foundation in 4 months with only $250K in budget, only 3% of TIAA’s (sister) system budget.

Results: Increased development velocity ~41%. Removed 1,965 accessibility issues toward full compliance. Secured C-suite investment and support across all 11 brands. Shipped a new enterprise application on the system.

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United Airlines logo with stylized globe icon on the right.

United Airlines

In-the-moment-care app

Featured Case Study: Product | Native App

When solving a global PR crisis demands a rapid 4-month EX app.

Mobile airline app screen showing passenger name, flight details, incident report options, and voucher selection.

Core Problem: After a major flight incident where air marshalls dragged a passenger (Dr. Dao) off a flight which made global headlines, the airline made fast four-month mandates including a real-time compensation app in response.

Business Impact: Agents did not trust that using the compensation tool would protect them under existing policy. The barrier was trust, not interface complexity.No redesign would drive adoption without addressing the underlying policy and trust problem directly.

Solution: Design, test and deploy a net new app with complex compensation dependencies in just four months. Reframe focus into a new “Core4” culture program with the MVP in four months, one-third of the prior average app timeline estimates.

Results: Drove record agent app adoption scores by 73% and a Forrester-measured 3-point CX lift (67 to 70), with meaningful revenue and brand impact and a 7-point NPS improvement attributed to the platform.

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TIAA

Personal finance app with AI-support behavioral spend

Featured Case Study: Product | Native App

When an AI-supported app must launch in 11 weeks.

Core Problem: TIAA had no visibility into investor assets held outside the firm, limiting wealth management prospecting and rollover capture into the product pipeline during investor life-stages.

Business Impact: Institutional and wealth investors were leaving for competing firms across the planning-to-retirement journey, putting TIAA's $1.4T in assets under management at risk. TIAA only retains ~5% of assets in rollover at retirement or job change versus 19% for the average recordkeeper and 40%-plus for best-in-class retail (Schwab, Vanguard). Rollovers above $250K, go to external firms 51% of the time.

Solutions: Built a 0 to 1 personal finance app in 11 weeks with AI-driven spending pattern analysis, letting investors connect outside bank and investment accounts into one complete financial picture. Gave advisors visibility into investor life spending goals to sharpen prospecting.

Results: Lifted target wealth management prospecting to 63% to continue it’s exisitng $1.4T AUM. Industry-wide 401(k)-to-IRA rollover volume hit $701B in 2023, up from $404B in 2013, and is projected to reach roughly $1.3T a year by 2031. Closing even a fraction of TIAA’s gap (5% versus 19-40%) retention baseline achieved in the industry plausibly represents a $1B to $10B-plus annual opportunity in retained or newly captured AUM.

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At United, I led a 13 product folio with design teams that delivered twice-weekly releases over seven operational business units.

Mobile device screen showing flight information for flights from Mexico City to Argentina, including departure times at 2:42 pm and 2:40 pm, with options for notifications, flight list, seat map, and close button.

Managed multiple design deployments for zero downtime operational efficiency.

Secondary Case Studies

Amway logo with white text on a black background.

Amway

B2C eCommerce Transformation (Part 3 Design & Content Architecture)

Example of a brand story webpage for Nutrilite by Amway, featuring product displays, customer testimonials, and shopping options.

Secondary Case Study: Commerce | Content Architecture

When putting customers first required new commerce.

Diagram illustrating Amway's architecture strategy, highlighting customer relationship levels from discovery to findability, with sections labeled Amway Discovery, Branded Sites, and Branded Shopping, showing processes and goals.

Core Problem: Amway lacked an accessible e-Commerce site for their customers with a data-driven roadmap connecting sales feedback to product and inventory decisions.

Business Impact: With news of the pandemic emerging, budgets were being carefully evaluated as an RFID packaging launch was being planned to improve customer return sales data. Without a coordinated plan, tactical decisions were made without visibility into long-term business priorities.

Solution: Deliver a B2C commerce content architecture and design: Delivered a three-pronged solution: the vision, readiness, and a service blueprint connecting a new customer experience with legacy business sales dependencies that expedite sales with improved SEO and brand value.

Results: The delivered executive and management 18-month roadmap with cross-functional accountability and confidence, described internally as "never done before" at this level. Press release confirms 2020 sales of $8.5B, up 2% over 2019, the growth environment this roadmap was built to support.

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I connect policy, ops and business service design for greater product adoption with delivery efficiency.

Logo of United Airlines featuring the word 'UNITED' with a globe icon to the right.

United Airlines

Airport Vision Modernization Service Design

People waiting in line at an airport terminal near a boarding gate, with flight information displayed on a large screen overhead.

Secondary Case Study: Service Design Physical + Digital

When CX design demands thinking beyond the digital or physical into operational.

Digital illustration of airport check-in area with biometric security gates, self-boarding kiosks, and signage for group boarding

Core Problem: To meet evolving customer experience requirements weighed in brand differentiation, employee experiences must evolve and adapt to them. Legacy and managed airport gate podiums had locked agents into fixed, reactive tools for decades while passenger expectations shifted to flexible, mobile self-service across the airport.

Business Impact: Continued investment in legacy podium technology was no longer justifiable to staffing fixed-location tools that worked against where both technology investment and passenger CX scores no longer held ROI.

Solution: Deliver an executive augmented reality concept of aiport experience design ahead of the vendor’s own prototypes with recommended phased planning on legacy equipment into modular toolsets.

Results: Piloted in Cleveland in 2019, expanded to O'Hare and Denver with biometrics and mobile self-help. Program continued for years after the engagement ended. Independent ACSI data shows United's satisfaction score rose 3 points (67 to 70) between 2018 and 2019 during the Cleveland pilot launch that expanded to O'Hare and Denver.

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For deliver richer experiences, I apply service design and multi-functional team collaboration.

Tertiary Case Studies

Black background with the white Samsung logo centered

Samsung N.A.

Site content and UX optimizations

Screenshots of Samsung's website showing gaming content, including a person playing a game on a Samsung device and the Twitch logo, with text about gaming events and Twitch gift cards.

Tertiary Case Study: Site Optimizations

When a product launch required optimization from social measurement.

Samsung promotional webpage showcasing summer-themed Samsung devices including smartphones, smartwatch, earbuds, with colorful gradient background and bold text.

Core Problem: Samsung's site experience needed continuous optimization across five business units with overlapping customer goals. Samsung, in an effort to promote the launch of several products, wanted to celebrate and recognize Samsung Galaxy owners with a community experience during the summer during the COVID epidemic.

Business Impact: Without ongoing refinement, engagement and conversion would erode across a 517M-visit site, especially as COVID was forcing new online browsing behaviors from traditional B&M storefront.

Solutions: Design and deliver a microsite funneling placements across Samsung.com for summer loyalty engagement and supplemental sales. Led a 11-person team running continuous testing and segmentation-driven refinement across all major product verticals.

Results: Sustained* industry-leading double-digit sales growth and delivered a successful pivot to virtual loyalty rewards during COVID, driving 47K redemptions. *US consumer electronics e-commerce grew only 8% YoY in 2021 to Samsung's 11%.

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United Airlines

Terminal to Desktop UI Transformation

Tertiary Case Study: Product | Native Desktop App

When rushed product launch demand EX field research between priority and training.

Screenshot of a United Airlines boarding gate display showing flight UA 944 to France, with passenger seating and baggage information, and a green "Upgrade Successful" banner at the top.

Core Problem: Adoption of two overlapping digital transformations. Joining in early 2016, operations was still working to get agents off of green-screen terminals into a UI desktop (Aero) while also rolling out the first mobilization initiative (M.A.P.) of a US carrier.

Business Impact: Union confidence from staff was still shaky from early deployments that were rushed without advance updates. Operations could not hit key milestones across a three-year roadmap without adoption No redesign would drive adoption without addressing the underlying policy and trust problem directly.

Solution: Work alongside regional lead (unionized-appointed) agents to design and deliver continuous, agile sprint deployments while sunsetting legacy green-screen terminals. I drove roadshow upcoming app initiatives that championed a culture program with the CEO Oscar Munoz of leading by listening.

Results: Drove record agent adoption over three quarters with employee team confidence scores climbing 11 points, the same window this app shipped and scaled, an external data point that supports the internally measured CX lift.

(Some airline-sensitive content restricted)

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United Airlines

Desktop to App Transformation

Tertiary Case Study: Product | Native App

When mobilizing agents requires native app deployment.

Airline boarding pass for United Airlines flight UA 312 from Sacramento to San Francisco, departing February 23 at 12:45 pm, showing seat assignments and passenger details.

Challenge
As I joined United Airlines, operations had begun to transform agents from stationary desks into a mobile workforce. This was met with resistance initially as most agents trusted a green screen terminal.

Company
United Airlines

Goal
Design and deliver continuous, agile sprint deployments to mobilize our global workforce in the field.

(Content Restricted)

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T-Mobile logo with a purple 'T' icon and the word 'Mobile' next to it.

T-Mobile

Global ‘Rebellion’ Design System

Flowchart illustrating modular workflow with four stages: DRG Library, Axure Component Masters, Instructional Wireframe, and Development Assembly, each represented by an icon and connected with a magenta arrow.

Tertiary Case Study: Pattern Libraries

When site and POS enterprise scale requires pattern library playbooks to save millions.

A screenshot of a retail checkout app interface displaying a product list, pricing, and options such as checkout, continue shopping, and save cart. The interface shows an image of an iPhone, item details, and financial summary including subtotal, taxes, and total due.

Core Problem: No unified system existed across T-Mobile's site to rapidly scale their transformations after a failed merger. T-Mobile was going through a digital retail transformation by unifying the online order experience between agents and customers into a single platform.

Business Impact: Fragmentation risked undermining T-Mobile's customer-obsessed brand positionin/ T-Mobile was going through a digital retail transformation by unifying the online order experience between agents and customers into a single platform.

Solution: Built the first unified design system across in all three channels (Commerce, POS, customer care) with full governance and a 90-page team playbook to make autonomous decisions.

Results: Cut deployment costs $22M annually and supported 8.2M net customer additions. T-Mobile's own investor reporting confirms 8.3M net customer additions in 2014 and 8M-plus for a third straight year in 2016.

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Accenture AI Microsite Redesign

A detailed infographic about AI and data-driven business solutions, including sections on value from data, the journey with data, driving business value, engaging customers through experiences, and pre-built AI solutions like Business.AI and Solutions.AI.

Case Study: Product | Digital Product

When A.I. knowledge required more human connections.

A collage of three website pages related to business and AI solutions, featuring headlines, text sections, images, and navigation menus with data visualization themes and futuristic digital graphics.

Core Problem: Accenture needed to clearly differentiate its Applied Intelligence within an emerging market offerings that had a fragmented, multi-stakeholder value proposition.

Solution: Delivered a unified, self-guided web experience as a fast validation pilot. Create a site design with branded elements for an enterprise consulting group that connects with the larger brand while simplifying complexity with clarity.

Results: Accenture launched the Applied Intelligence Platform publicly on February 26, 2019 at Mobile World Congress. Accenture's overall AI leadership positioning grew with their revenue from $41.0B in FY2018 to $43.2B in FY2019, up 5%, the year this work landed.

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Dimensions of Design

  • User Focused

    Everything within service design is putting the customer at the center. It is putting products and services around your consumers’ needs and desires. To understand how consumers experience the service, activities including research, workshops, prototyping, and evaluation are used. We ask questions to participants such as how they feel about using the service and their expectations. What could we be doing better or is something missing from expectations?

  • Collaborative

    Organizational teams should have a contributing voice to create impactful insights and ownership. Stakeholders should be involved in the service design process from workshops to prototype testing. With this co-creation, include users at every step of the process from early design to development as it will bring significant discovery that reduces risk to your business.

  • Iterative

    Sequencing helps determine the timeline of a project. Service design thinking deconstructs customer journeys into single touchpoints and service interactions. When these are combined it creates service moments. Every customer journey follows a common three-step transition of pre-service, the actual service period (when the service consumers experience a service), and the post-service experience. The customer service journey should be visualized as a sequence of interrelated actions.

  • Interactive

    You cannot get proper feedback from consumers if prototypes, visuals and service mock-ups are available to represent the experience. Encourage the team to use low or high fidelity representations to either be scrappy early on or true to the final product or service at the end . Visual tools like these are less complicated and easier to digest; they allow the team to remember important points, and they help bring ideas to life.

  • Holistic

    Where service design is most impactful is considering all impacts - good and bad. It is crucially important to evaluate each aspect of the service or product as to how it improves and may also disrupt various experiences and business support. Holistic services consider the end-to-end user journey with each consumer touchpoint and pivotal moment. Personas should be used to highlight variances within the experiences as well.

  • Procedural

    Service design should also consider how the change may disrupt your business as well as how it supports it proportionately. As you ideate, include various business teams including front-line employees to find solutions to support. Brands can become significantly challenged with adverse impacts releasing updates or net new products or services when employee teams do not have the tools or responses to support them. Consider outliers such as third-party teams who have not received updates, working in legacy support protocols.

Product Management