Featured projects
Understanding Email Marketers via Customer Discovery
I designed and conducted various research projects such as evaluating account management prototypes and studying the effects and coping techniques of businesses affected by the COVID-19 pandemic.
The client used the research findings from these studies to make strategic and tactical decisions to improve the overall user experience of their marketing platform and customer outreach programs.
Video Game Innovation via Contextual Inquiry
I conducted in-home interviews of video game enthusiasts to help my client determine how to enhance their video game accessory offerings.
I collected data regarding gamers' playing habits, everyday routines, purchase decision processes, and areas of delight and frustration regarding their current gaming setups.
In response to the feedback, the team decided to focus on new vertical product channels, as well as new co-branding opportunities. The team also identified several quotes from customers to use in future marketing campaigns.
Collecting Concept Feedback via Structured Focus Groups
I facilitated interactive focus groups to quickly collect input on design concepts and solicit ideas from consumers for an upcoming product launch. Each session consisted of both individual and group work to evaluate the concepts and collaborate on ways to improve them.
The client used the insights and recommendations from this research to confidently guide product direction with business partners and stakeholders.
Evolving Experiences for Business Customers via Service Design
I conducted three related research projects, each of which included a discovery phase to understand the company’s goals, interviews to learn customers’ pain points when conducting business with the company, and concept evaluations to determine how to best address the pain points.
I also conducted multiple workshops with employees to develop service blueprints, which identified the necessary processes, technologies, and business capabilities required to support the customers’ ideal workflow.
Humanizing Patient Test Results via Usability Testing
As part of an initiative to provide personal genome information to patients, I conducted interviews and usability tests on how people feel about genetic testing, the ease with which they can sign up for a genetic test, and their comprehension of the results.
As a result of the research, we determined how to best support consumers and communicate dense genetic information in plain language.
Improving Employee Efficiency via Journey Mapping
I conducted interviews with internal support teams to find opportunities for automation and increased efficiency. The client received a detailed process map illustrating inefficiencies, pain points, and recommendations for improvements.
To support the client’s goal of “learn how to learn,” we spent time reviewing research methods and techniques so they could continue investigating problems on their own.
Ask me how I helped these companies
