The Growth team had a quarterly goal around speeding up new car onboarding and improving the owner experience. I created a service blueprint so the whole team could understand how we were making our new users uneasy, leading to canceled appointments and extraneous phone calls that were tanking our efficiency metrics.
Skills featured: user research, service design
As Uber drivers became a larger and larger portion of Getaround’s business, leaders from product and engineering wanted to learn about these users’ unique needs and painpoints in order to craft the company’s largest-scale service offering yet.
Skills featured: Research, synthesis, disseminating insights
For the head of product at Capital One, we created a customer experience strategy to unite projects that were already underway by other teams. Instead of developing new user research, we synthesized dozens of recent research studies conducted and commissioned by other teams throughout Capital One to come to our conclusions.
Skills featured: Synthesis (ideation and research), multi-product business strategy
Investigating front-line employee roles in order to streamline the customer experience for Small Business
Capital One’s Small Business division came to us with a challenge: they wanted to find ways that front-line staff could interact with customers in a more streamlined way. Their goal was to improve the customer and employee experience and save money for Capital One.
Skills featured: facilitation, service design, designing agile pilots
For Capital One's U.K. business, we did an extensive research study combined with teaching research. design, and implementation methods to the client's organization, with the goal of improving the customer experience for those who get declined for credit cards.
Skills featured: user research, facilitation, ideation, teaching, piloting new research and design methods
A service design study exploring the desirability and use cases for personalizing in-person interactions in mass market contexts.
Skills featured: quantitative and qualitative user research, ideation, business strategy