Service Blueprint: Onboarding

This artifact helped a team focused on speeding up new car onboarding and improving the owner experience to understand how we were making our new users uneasy, leading to canceled appointments and other inefficiencies.

Skills featured: User research, service design

User Research: Drive with Uber Program

As the Uber driver user segment grew, leaders from product and engineering wanted to learn about these users’ unique needs and painpoints to inform the design and management of the company’s largest-scale service offering yet.

Skills featured: User research, synthesis, disseminating insights

Omni-channel customer experience strategy for Capital One

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

Improving the customer experience for declined customers

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

Master's thesis: Personalizing in-person interactions between customers and service providers

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