Technology is always getting smarter, becoming more fundamentally conversational, supportive and anticipatory. With this shift, we’ve seen the role of IA evolve from primarily navigating and wayfinding to prioritizing, offering choices, and managing attention. Content used to have to work really hard to tell customers that digital experiences were for them; now customers just expect it. We now have an opportunity to radically simplify our content to create more human and meaningful experiences, sparking dialogue rather than just delivering information or, worse yet, serving ads. We’ll share our approach to creating more human, meaningful, and reliable IA for app and web through content strategy and design systems. We’re updating our voice and tone to promote conversation and interaction. At the same time, by approaching personalized communication as a scalable system, we’re enabling a more predictable and transparent dialogue with our customers.
Andrew, the director of design systems at Verizon, thrives on delivering creative solutions to complex business problems. In his current role Andrew is responsible for the continued evolution and adoption of Verizon’s world-class, multi-channel design system. He has spent more than a decade in web design and development, leading global teams and delivering best-in-class customer experiences. Andrew credits his success to helping colleagues and business associates see the “big picture,” and using design as an integrative resource to innovate more efficiently and successfully.
Kristen is the Senior Manager of Content Strategy at Verizon, where she leads content strategy and content design across Verizon’s digital customer experiences. With her team, Kristen is creating a content strategy system that helps cross-functional teams deliver meaningful, human and reliable experiences for web, app, conversational design, and digital products. Before Verizon, Kristen was a digital strategy and design consultant, an editorial writer, and an educator and academic. She is happiest when she’s using language and logic to solve design problems and help teams work better together.