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UX Case Study: New Customer Onboarding Journey Map

My challenge: What types of support do new customers need in the first 90 days?

My client wanted to understand their new customers’ frustrations, moments of delight, and overall experience in order to improve product adoption and self-service.

My role in this project was lead researcher. The subsequent implementation phase was led by the client’s internal teams.

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Rethinking Retailer Customer Loyalty Programs

Do coupons and points create real customer loyalty? Or do they just teach customers to wait for discounts?

Rather than building loyalty programs based on frequency or spend, more retailers should leverage the mountains of data they already have about their customers to create personalized in-store and online experiences.

How might a clothing retailer orchestrate a different kind of loyalty program that captures a larger share of their target customers’ wallets?

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UX Case Study: Landing Page Trust Cues

Whenever I can, I experiment with new UX research methods and UX research share-outs.

And every once in awhile… I discover an unexpected by-product during my experimentation. This time, I was pleased to uncover accessibility insights in addition to answering my original research question: “what makes a website trustworthy or credible?”

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What to Do When A/B Testing No Longer Yields Results

Why aren’t people completing your lead gen form or buying?

If you’ve been optimizing your landing pages and experimenting with marketing offers, but see flat or minimal gains, it might be time to talk to your audience and get inside their heads.

There are several different ways to figure out why your landing page is repelling your prospects or how to pivot your strategy.

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What Separates Mid-Level UX Designers from Senior UX Designers?

What are the key differences between a junior, mid-level, and senior UX designer?

I think most people agree that years of experience has little correlation with level of talent. Paired with the right mentor, grit, and tenacity, I can easily imagine a junior designer quickly becoming a star performer.

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