OBSERVATION & CONTEXTUAL INQUIRY
Natural Resources Company | Digital and Offline
As the first researchers to visit their partners in Europe and Asia, we bridged large gaps in understanding of how the synthetic lubricant business is run in different parts of the world, and identified opportunities for corporate to better understand and serve partners.
SERVICE EXPERIENCE TESTING
Global HR Team | Desktop & Mobile web, and Offline
Gave a fast-moving cross-functional team the insurance they needed to move forward to development confidently. We confirmed that their newly designed digital and non-digital experiences worked together to achieve their employee satisfaction improvement goals.
Retail Restaurant | Mobile App
Uncovered the reasons why a newly-launched app had a universal 1-star rating by device-testing top use cases such as signing in, creating an account, searching, browsing, customizing and purchasing. Interactive documentation detailed our findings and specific recommendations for improvement.
Includes a mix of desktop, mobile, and emerging technology, and the use of different testing methods to accomplish specific goals.
Global Legal Team | Chatbot App
Using RITE, we uncovered significant data about user feelings, needs, and expectations while using an educational chatbot concerning regulations and ethics. Data was used to evolve content and design, and to level-set stakeholders on the efficacy of chatbots for learning.
Multichannel Retailer | Mobile Web
Drove an impressive Black Friday win by streamlining the browse and purchase experiences. Overall, traffic to mobile browsers gained 169%, and conversion climbed 69%.
Redesigned the mobile browser experience to optimize and shopping experience and increase customer satisfaction and
Established a foundation of core functionality that is comparable with other channels
Made it easy for users to find what they’re looking for and buy through their mobile
Drove sales and improved the conversion rate by providing an optimized mobile browse and search experience
Mobile Wireless Carrier | Desktop & Mobile Web
We drove massive organizational learnings around the subtleties of usability & accessibility in mobile experiences. We also set positive & strategic shifts in design thinking into motion that many continued to leverage downstream.
Managed research requests from up to 12 concurrent workstreams across the project portfolio
Planned, recruited, prepared & field studies on-site or at a local testing facility
Analyzed data and presented findings to various stakeholders
Device Manufacturer | Desktop & Mobile Web
Increased mobile sales by uncovering and prioritizing acute usability issues the company needed to address to offer an excellent purchase experience.
Insurance Exchange | Desktop & Mobile Web
Strategically identified and prioritized areas to improve a new service before development began. As a result, stakeholders solidly met business objectives and the overall service design was positively affected.
Vikki Highland © 2018