Customer Service Strategy
Creation of an overarching Customer Service strategy across the web ecosystem, feeding to the call centers and other touch points to ensure we focus on delivering a seamless customer experience.
Anyone that has managed a project knows that estimation is something of a black art. It also tends towards being art rather than science. Experience rules all, but there is little rigour in truly trying to understand Create a requirements document Break those requirements down into individual tasks that can be a work breakdown structure or a User Story
Mindjet had written a blog post referencing one I did several years ago for the Project Management Tool Podio.
Award Date: 
Thu, 10/04/2012
Contact Us amends
A series of small but crucial updates to the Volkswagen Contact Us section, improving form completion rate and customer understanding.
Puppet Labs
Migration & extensive technical hardening of a website platform.