case studies
Research for complex tools used by people under pressure, from tractor cabs to credit cards.
01
Designing the next tractor cab with the people who sit in it for 14 hours
password
Generative discovery, a 56-customer clinic, and a new method for getting precise feedback on design concepts.
interviews · card sort · a/b testing · usability testing · preference mapping · survey
02
Measuring a mobile launch, then finding out who the real user was
password
A 4-release beta that beat every success target, and an onboarding study that showed no customer set up their own account.
longitudinal survey · usability · journey map
03
A research agent for a field designers can't easily look up
in progress
From digitizing 2,000 handwritten survey pages in 7 languages to an AI agent that answers designers' questions from past research.
AI · research operations
04
Mapping the full credit card journey as the first researcher
A living journey map that connected what customers felt at every stage to the KPIs the team was tracking.
interviews · journey map · fintech