UX Research Case Studies
Real engagements across discovery, usability, and service design. Each one started with a question a team couldn't answer on their own and ended with something they could use.
Figure out what to build
For product leaders deciding what to build next, before the budget's spent.
Automotive Ecosystem Research
New leadership, a major technology bet on the table, and three customer groups that had never been studied together. We spent nine months mapping the whole ecosystem before anyone committed to building anything.
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Small Business Customer Discovery
Three studies with small business owners over 18 months. One of them flipped the client's core assumption. Research is only useful when it's honest enough to tell you you're wrong.
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Non-User Discovery for a Cloud Storage Platform
14 interviews. 627-person survey. Two audience segments with meaningfully different needs. A mixed-methods study that mapped exactly what happens in the moment someone receives a file.
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In-Home Contextual Inquiry
Survey data told them what customers said they cared about. We went to their homes to see what they actually did. Those are rarely the same thing.
Read the case study →Figure out why it's not working
For teams with a product already in market that isn't landing the way it should.
Iterative Usability Research for a Mobile Leadership App
Six rounds of usability research across five app modules. Roughly 45 sessions. The kind of iterative testing that actually moves a product forward instead of just checking a box.
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Consumer Genomics Usability Research
They had solved the science. They hadn't solved the communication. Those are two very different problems.
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Concept Testing for a Financial Product
The client wanted focus groups. Focus groups are a bad way to test anything you actually care about. We fixed the method, got cleaner data, and executives greenlighted the product.
Read the case study →Redesign how it all fits together
For ops and CX leaders managing an experience that grew faster than it was designed.
Service Design and Journey Mapping
Business customers were frustrated. Internal teams had three different theories about why. Three journey workstreams, 32 interviews across five markets, and eight employee workshops later, everyone was working from the same picture.
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Internal Journey Mapping and Capability Building
You can't automate a process you don't understand. Before anyone talked about technology, someone needed to map what was actually happening inside HP's commercial support operation.
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