From a unified value framework to a programmatic merchant adoption journey.
Strategy / Commercialization / Adoption / Programmatic Intelligence
01 / THE OPPORTUNITY
features
verticals
One disconnected product portfolio. Teams and systems carried different interpretations of merchant needs, adoption, and expansion opportunities.
I owned the initiative end-to-end, from the original value architecture and feature mapping through the operational playbook and working programmatic skill.
02 / CUSTOMER OUTCOMES
I established a shared value architecture around Save Time, Save Money, and Make Money—concurrent, often overlapping dimensions of merchant value. Maturity describes depth of adoption, not movement between outcomes.
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03 / COMMERCIAL TRANSLATION
I created a Value Map and Feature Map to connect capabilities to merchant outcomes and adoption opportunities—not just what a product did, but why it mattered to the merchant’s business.
MERCHANT CONTEXT
Priorities and business needs
VALUE MAP
Outcomes worth pursuing
FEATURE MAP
Relevant capabilities and deeper adoption
04 / MATURITY MODEL
The model evolved from Control, Confidence, Compounding to Activate, Optimize, Elevate. These were successive iterations: from diagnosing maturity to guiding deeper adoption—not interchangeable labels.
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05 / ADOPTION PLAYBOOK
The playbook brought together merchant placement and segmentation, adoption states and depth scoring, eligibility and prerequisites, ranked next moves, and merchant-facing value guidance.
shops
accounts
Full-book placement exercise: analysis scope, not adoption lift, revenue impact, or customer outcomes.
06 / WORKING SKILL
I built a working Adoption Playbook skill to assess an account’s position, identify adoption gaps, and recommend relevant next steps with supporting rationale.
WORKING / Version one shipped to GitLab; handed off to Data and ML for continued collaboration.
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The broader recommendation and activation integrations were designed, not implemented.
07 / DESIGNED, NOT IMPLEMENTED
CSM-led activation: account-specific recommendations to guide merchant conversations and adoption planning.
Self-service activation: relevant in-product recommendations explaining what to adopt next and why.
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Both activation pathways were designed. Neither was a shipped or fully implemented integration.
08 / THE CONNECTED STRATEGY
I connected merchant outcomes to product capabilities, translated that architecture into an adoption framework, and built a working skill to apply the model at the account level—a foundation for more intelligent, actionable merchant adoption.
01 / Positioning
02 / Feature Mapping
03 / Adoption Strategy
04 / Programmatic Intelligence