Systems know who you are.
But they don’t remember you.
That’s where it breaks.
Context
Customer identity breaks across interactions.
Data is disconnected. Context doesn’t carry forward.
Each interaction starts from zero.
My Role
Principal Designer - Product Strategy & Systems.
I shaped direction across identity, trust, and customer memory. Defined outcomes. Aligned vision. Made it visible across leadership and external narratives.
Turning an abstract idea into a concrete direction.
Outcome
A platform story for Twilio’s AI shift.
Connected identity, trust, and customer context into one readable narrative.
Showed how AI could reduce friction, prevent fraud, and strengthen customer trust in the same system.
AI Intelligence Layer
Identity graph · Trust signals · Carrier intelligence · Behavioral context · Risk decisioning · Adaptive authentication
AI is most valuable when it knows what to do next.
One signal, read in context — then turned into the right action with the least friction.
01
Recognize
Who is this, really?