Case Studies
My experience in the public and private sector includes conducting mixed methods research, leading multidisciplinary teams, and working directly with stakeholders. My work has covered both B2B and B2C and spans verticals including technology, healthcare, financial, manufacturing, and retail. These are a few examples of how my work has enabled organizations to create long term strategic roadmaps, design new customer experiences, develop new products, and nurture their staff.
PRACTICE LEADERSHIP
Created new spaces for knowledge sharing across the Research Team by reworking monthly All Hands meetings to focus on interactive knowledge sharing and supported skill building initiatives including biweekly feedback sessions and specialized working groups. These changes led to a more engaged staff and enabled professional development as part of daily work.
ROADMAPPING AND PRIORITIZATION
Designed and facilitated a series of working sessions with a cross functional team of government stakeholders to align on UX priorities and roadmap. The first session established the baseline goals and criteria led to a focus on 4 priority areas. Subsequent working sessions focused on articulating the outcomes desired and path to execution for each of the priority areas. The results focused development efforts for the following 18 months
End to End customer experience
Managed cross functional teams to design and implement client centered experiences for the initial go to market for SendPro® Pitney Bowes's first broadly released SaaS application. This involved bringing a deep understanding of client behavior, expectations, and needs to the development of new business process and workflows, as well as coordination of internal staff across several departments. My coordinated team ensured key elements of the customer experience were built into the product before initial release.
SMall business typology
Cross analyzed data from hundreds of interviews and observations of small businesses in order to understand their orientations toward different types of products and services. The final typology focused on their growth trajectory and digital orientation, and was used to develop a worldwide small business segmentation that formed the basis of corporate marketing efforts for the entire enterprise.
Consumer finance
Established a program of research to understand how consumers manage their personal finances and interact with financial institutions. The results included a model of needs and behaviors based broadly on life stages and provided actionable insights on technology usage that were incorporated into strategic business planning across business units.
Specialty Grocery Store
Using in-store observations, interviews, surveys, and demographic analysis, enabled a grocery chain to understand their target segments in a new market. The work demonstrated that their target segment did not include a group that had the potential to become their most valuable customers, shifting the go forward marketing plans to focus on previously ignored, but highly valuable, segments.