hello@jilllevenson.com
Jill Levenson, in an orange astronaut suit
Problem Solver • Seven Layers Deep
Jill Levenson

Full-Stack Experience Architect

Director of Customer Experience at The Home Depot.
I solve pain and design for delight at the scale of 2,000 stores and endless digital aisles. Fast means moving with intention. And mixing metaphors.

Are you ready?

Most CX problems aren’t software problems.

They’re usually gaps in the people, policy, and process layers, dressed up in an expensive software suit. When you know your service blueprint top to bottom, you can see around corners. Let’s see how far down the rabbit hole really goes.

The Framework
Good. Fast. Cheap.

Wrong question.

The old adage forces you to pick two, but that assumes you’re looking at the right problem. How do you know you’re not steering full steam ahead — into an iceberg? Chances are the crux of the issue is lurking below the surface.

People
Roles, behaviors, culture, training
If the environment isn’t ready for change, nothing else matters.
Policy
Business rules, governance, decision rights
The invisible architecture most organizations never map.
Process
Workflows, handoffs, operating procedures
Where good intentions go to break down.
Floorplans
Brick & mortar, layout, program
In retail, space is often THE constraint.
Fixtures
Racking, displays, built environment
How much lead time have you got?
Infrastructure
Networks, devices, platforms
You can’t be delighted by a digital experience you can’t access.
Software
Features, adoption, outcomes
Best case: an elegant interaction layer. Worst case: lipstick on a pig.
Operating Principle

Most organizations are running on decisions nobody remembers making. At enterprise scale, a problem well stated is a problem half solved.

Case Studies

The framework in practice: every engagement focused on a different experience with its own mix of layers, stakeholders, and constraints in play.

Vision you can touch.

I led a team of Principal UX designers to visualize a highly complex multi-player, multi-modal set of interactions in the form of a 360° prototype: a store front end environment rendered in foam core, multiple interactive device experiences pulled together with donated gear and a Raspberry Pi we self-funded. 2.5 years later, that front end experience walk-through, not just a click-through, has helped align hundreds of executives and continues to shape hundreds of millions in IT investment across every layer of the framework.

People · Policy · Process · Floorplans · Fixtures · Infrastructure · Software

Language is infrastructure.

Language & translation support is no longer a nice-to-have. It’s the foundation on which customers interact with and understand your brand. LLMs can handle translation into almost any language, but home improvement intent is far more complex than pure linguistic translation. I built the business case for treating translation as a platform investment: a shared service with voice, terminology, and detailed content standards for brand and policy. Done right, CX meets our customers where they are, with language clean across their journey, end to end.

People · Policy · Process · Fixtures · Infrastructure · Software

From 0 to 60 in 12 months.

Designed and launched the complete experience of Flexdrive: The New Way to Car. From scratch. A consumer app, three physical locations, and an operator’s fleet analytics platform. Secured partnerships with both Uber and Lyft to put more driver partners on the road with the ease of Car-as-a-Service. I’d moved on by the time Flexdrive’s IP was acquired by Lyft for its fleet management capabilities, and the direct-to-consumer concept relaunched under new leadership — proof the groundwork held without me.

People · Policy · Process · Floorplans · Fixtures · Infrastructure · Software

Seven layers deep, and still reading

Do you have a hairy problem? Do you like mixed metaphors?

Let’s talk.

I make sense of the madness, and I don’t care too much about labels like CX, UX, or Product. I care about Design, which to me means improving decisions like where and how to invest, how to prioritize, and how to go to market. I like working on experiences and with teams where I can make a meaningful and measurable difference.

If you’re into full-stack service design and experience architecture or need someone who is, I want to hear from you.

hello@jilllevenson.com
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