Research Case Studies
Sales Funnel Optimization (Salesforce)
After years of rapid growth, Vacasa needed to update their customer management system. When they ran into some issues with Salesforce implementation they tapped me to help them streamline their sales process.
Research type: Process evaluation with task/journey mapping
Role: Research, service design, visual design
Industry: Travel, hospitality
Mobile Ordering Usability Testing
A global quick service restaurant contracted our consultancy to evaluate their groundbreaking mobile ordering app.
Research Type: Evaluative, usability
Role: Lead Qualitative Researcher (consultant)
Industry: Food service, hospitality
Financial Features
Vacasa’s call center was being inundated with revenue related calls and the product team was tasked with increasing engagement with homeowners to better communicate the nature of their decreased revenue at scale.
Project type: Generative, Concept and Usability Evaluation
Role: Lead Researcher
Industry: Travel, hospitality, asset management
Industries and Impact
Every industry has its challenges, and my goal is to solve those tough problems with structured research and great design practices. I’m a curious person, so I feel lucky that my time in consulting has given me the opportunity to work and have an impact in so many areas, from service and hospitality to software. I’ve made an impact at every organization that I’ve worked, seeing outcomes such as: a 30% increase in user engagement, 15% increase in conversion, 50% reduction in clicks and 46% reduction in admin time. I believe that these results are a tribute to a tried and true research process that I’ve crafted through the years along with my dedication to detail.
(Overlap of Tech with the other sectors)