In 2022, I partnered with our Organizational Effectiveness team to build Twilio’s Open Work philosophy and Ways of Working for managers and employees.

The most fun part for me – I’d been experimenting with customer personas and journey mapping, but this was my first end-to-end design opportunity that truly started with putting the customer front and center through robust customer personas, customer journey and empathy mapping.

The team and individual user guides and ways of working workshop designs aligned with our core values, team effectiveness models and took a bit of inspiration from one of my favorite thought leaders on connection: Priya Parker.

My biggest takeaway from this program was the importance of understanding and empathizing with your customer and Priya’s mindset around the art of invitation – our learner’s journey begins at the moment of invitation and that’s our opportunity for early impact.