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Case Studies

Selected Case Studies

 
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Product Research

 

Challenge

Meetup had a mobile app in-market that was failing to adequately engage users. They wanted to learn why, identify priorities for a new application, and resolve internal differences about key strategies.

Solution

My engagement on this product was purely in the problem-definition stage, and not the product development stage. As a consultant in this role, I helped Meetup identify which questions they needed to answer, and designed and oversaw a research plan to help them learn. This plan included user research, customer journey mapping, and stakeholder research, which coalesced varying beliefs about product strategy within the leadership team, and identified areas of misalignment they needed to fix to execute a smooth product launch. 

Learn more about how I can help your team level up through product research and team alignment.

 
 

Product & UX Coaching

 

Challenge

Vanguard, the Fortune 500 financial giant, sought to develop products more effectively and nimbly. They engaged ProduxLabs (Melissa Perri) and myself to teach their cross-functional teams how to do that.

Solution

Over the course of 18 months, Melissa Perri (product management expert) and I worked with senior leadership and 4 cross-functional product teams of engineers, business analysts, product managers and designers. We taught the teams the frameworks of Lean and Agile product development, facilitated discussions with stakeholders to establish clear KPI’s, and then both taught and guided the teams as they set out to learn about their problem spaces and develop iterative initiatives to impact their goals. We taught them frameworks, methodologies, tools and concepts for both Product Management (Melissa) and User Experience Design (me). In particular, my work focused on teaching the teams, through workshops and then weekly guided calls, design thinking basics, user research skills, user experience design, and how to work with stakeholders, leaders, partners, and team members to rapidly develop effective product solutions and learn from them. 

Learn more about how I can help your team level up to build world-class ux products.

 
 
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Product Research

 

Challenge

CentralReach, a portfolio company of Insight Venture Partners, builds therapy practice management software for the developmental disabilities sector. Having taken CentralReach as a new portfolio company, IVP wanted to understand the state of the product in order to establish a new strategic vision for the company. 

Solution

Partnering with ProduxLabs, I facilitated discussions with both Insight Venture Partners and CentralReach to establish key questions they’d need to answer to frame a clear path forward. Then, I designed and executed research to get them insights as quickly as possible. The research, which sought to expose gaps in the product’s promise across 4 business landscapes and multiple user types, included interviews with 40+ customers. The findings were leveraged by ProduxLabs to create a strategic vision and product plan as a new CEO took the helm of the company.

Learn more about how I can help your company quickly level up with clear, effective insights to meet your business goals.

 
 
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Product Design

 

Challenge

Regional, District, and Store managers at Gap Stores across the world measure key indicators throughout the day to see how Gap, Inc. stores are doing and how they need to adjust to meet their goals. The problem is, they have to pull reports from 10+ sources to do so, often printing paper which is both wasteful and time-consuming, and most importantly takes valuable time from the sales floor.

Solution

I inherited an early solution which pulled real-time data from multiple sources into single web-based mobile application. It had a few foreign users and showed promise, but needed a lot of work to be rolled out to Gap US stores, which was our mission. I campaigned to incorporate user feedback in our product development process, as collecting real data would enable us to prioritize user needs and filter stakeholder feedback which was coming from many areas of the org. We enlisted local stores to partner with us, and developed a weekly cadence of testing prototypes with store managers – the actual users – right on the sales floor. Leveraging this qualitative data, we clarified our roadmap, making quick, effective iterations in product development. We also identified unexpected challenges, such as wifi coverage issues which made the application unusable as intended in specific areas of the stores, and this data helped us enlist the right IT teams to remedy the issues. In less than a year, we rolled out across North America, taking the app from 15 Weekly Active Users (WAU) to 2800+ WAU, and we were able to reallocate 150,000+ hours previously spent pulling, printing, and analyzing reports back to the sales floor, so teams can focus on customers. The application has received overwhelmingly positive feedback from field teams across the organization; store managers even gave it a standing ovation at the annual corporate meeting.

 
 

New Product Development

 

Challenge

Ollie is a new pet food product backed by Primary Ventures. Aside from product quality, their key differentiator is customer experience, in which they want to make the process of selecting and procuring pet food not only painless but completely delightful.

Solution

Working with a cross-functional team as the User Experience designer on the project, we developed an approach of prototyping and guerilla-style market testing to understand what would be on the minds of their target market, and what sort of experience would be easy and delightful to use. In conjunction with the visual design team, we iterated on UI concepts until we determined a playful yet efficient way to get the information we needed to make a personalized recommendation and take all the work off the consumer.

 
 

Platform Design

 

Challenge

Knewton is a disruptor in the education space, offering an adaptive learning API and game-based UX strategy. 

Although there are many online learning tools, research showed that none were adaptive, and almost all failed to engage students. These two challenges were distinctions Knewton set out to deliver on as we rebuilt our adaptive learning platform from the ground up.

Solution

After conducting user research which included data analysis, competitive analysis, non-directed interviews, and ethnographic studies of students, we set a product strategy into motion. The cornerstone was a game-like experience with short content bursts, quick wins, a breadth-and-depth-incentivized point and badge strategy, and a focus on positive reinforcement. A true platform, the site consists of a core experience with modular parts, configurable and theme-able for business partners (education institutions, content providers) to plug in their own learning material and deliver a branded adaptive learning experience to their students.