Work
The Loyalty Effect: Ideal Support Study Generative UX Research for Customer Support
We explored how support can go beyond solving problems to building lasting relationships. Our generative study revealed that confidence, ease, and care aren’t just nice-to-haves , they’re the foundation of long-term customer loyalty.
Future Store Service Experience
UX Research for a Next-Generation Retail Store
In a new, immersive store format, we helped reimagine the role of in-store services: from product pickup to expert help to interactive learning. Our cross-functional research shaped how people move through space, engage with staff, and experience fulfillment as more than just transaction.
More Than a Fix: Customer Repair Experience
UX Research on the Repair Journey
We mapped the real-world repair journey across providers to understand what builds (or breaks) trust. Our research uncovered unmet emotional needs that shape how customers choose, evaluate, and return to repair services.
A Welcoming Hub for Every Kind of Gardener
Northern Gardener Resource Hub Redesign
A multi-phase redesign to help gardeners of all backgrounds find trusted, inclusive, and sustainable resources.