Vivaline
Our Approach
When you’re working on a puzzle without the picture on the box to guide you, there is still a way to start: build the outside frame, group pieces by color, then study their individual shapes to see what fits. We approach business challenges similarly — starting with what we know, finding patterns, and working out how the pieces connect.
Human-centered design grounds that process in the people who use a product, navigate a process, or experience a service. What do they need? Where do they get stuck? What would make their experience better?
Through conversations, observation, and data, we connect perspectives across teams and customer experiences to identify gaps between how something was designed and how it works in everyday life. Together, we turn those insights into practical improvements that help the business work more effectively and better serve its customers.
What We Do
Making complex systems easier for people to navigate and use.
Understanding the causes of problems before recommending changes.
Helping organizations understand whom they’re best equipped to serve and how to connect with them.
Creating experiences that give people reasons to participate, stay engaged, and return.
Putting practical processes in place that teams can use and sustain.
Bringing different perspectives together to establish shared direction and move forward.
Meet Victoria Lai
Victoria Lai founded Vivaline to help organizations close the gaps between their goals, everyday operations, and the people they serve.
Her background spans business systems, finance, hospitality, and community initiatives, including nearly nine years at IBM and Verizon in enterprise systems, process transformation, and financial planning.
With an MBA from Boston University, she brings a human-centered approach to improving experiences and the systems behind them.
Victoria leads Vivaline’s client engagements, combining stakeholder research and operational analysis to translate people’s needs into clear priorities and practical improvements.
EDUCATION
MBA, Boston University Questrom School of Business
B.A. Economics and Statistics, University of North Carolina at Chapel Hill
CERTIFICATIONS
Lean Six Sigma Green Belt · SAfe Agilist · MWI Mediation Training · Sustainable Tourism RISE Travel