Research
Improvement through insights
UXR discovery or continuous research delivers the insights and context required to shape user-focused experiences. It gives the product purpose, direction, and a defined audience.
Many teams hold the answers to improvement, along with insights to growth and future opportunities, within existing customer feedback.
Discovery priorities
Roadmap - Plan activities, define research horizon and align with product teams
Segmentation - Gather feedback from customers aligned to product activity
Highlights - Keep outputs concise, focusing on meaningful moments of friction
Potential - Identify improvements and future opportunities
Proof - Cross-validating from multiple sources ensures credibility and depth
Share - Distribute insights across teams connecting their effort to customer needs
Discovery benefits
Proactively identifies core customer challenges
Validates ideas through customer feedback
Identifies the most effective use of resources
Enhances customer satisfaction post-improvement
Focuses effort on the things that matter most to the business and customers
ACTIVITY
Customer journey mapping
KEY INSIGHT
Key stage customer sentiment across the end-to-end journey
OPPORTUNITY
Improved customer satisfaction and identify future opportunities
OUTCOMES
Implemented feedback strategy with 200k repository guiding product decisions
OUTCOMES
Contextual interviews observing customer behaviours
OUTCOMES
Continuous research reporting to product teams / release feedback
Head of UXR Strategy
ROLE
Product Leadership Team
Mentoring UXR
PROJECT
Customer experience audits
2017 - 2024
OVERVIEW
Audit against top 150
global e-commerce experiences
OBJECTIVE
Tracking YoY gains & identifying
roadmap opportunities
OUTCOMES
YoY UXD experience improvement
poor - good & perfect
OUTCOMES
Audit structure adopted
into UXD/UXR team
OUTCOMES
Benchmarked experience
against industry standards and competitors
Directed UX audit strategy
& recommendations
ROLE
Head of product &
UX partner liaison
Coordinated stakeholder & leadership communication
PROJECT
UXR toolkit - Data tracking across customer experience
OVERVIEW
Implement UXR tools for
feedback, analytics & data analysis
OBJECTIVE