UX Research Samples

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In-the-Wild Mismatch

Behavioral analysis, with both qualitative and quantitative research activities, fueled a 3-day design sprint and a new feature to remove friction at a critical customer touchpoint. 

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What Matters Is Tricky

A carefully crafted unmoderated study revealed informational needs and value expectations of customers at our front door.

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Numbers Are Just the Beginning

With survey, interview, and guerilla ethnography insights, we identified unexpected and unmet needs of a high-value customer. A collaborative Value Proposition workshop generated strategic and tactical opportunities.

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More Than Diagnoses

Persona interviews and a collaborative persona workshop uncovered motivations that shattered our organizational mental model of this customer and this customer's needs.

Workflow Interrupted

The insights from this mixed methods research informed a customer journey map and persona that helped us challenge a long-held misconception about the universal appeal of our excellent customer service touchpoint. Our design for a new self-service touchpoint reduced one category of support calls by 43% in 6 months.