A SaaS platform's complex call tracking system frustrated users. Mixed-methods research informed the redesign of two user flows: number pool management and onboarding. The changes reduced support tickets by 30% and achieved 95% positive beta feedback, streamlining the call tracking experience.
A four-month mixed-methods academic study explored factors influencing adoption of "lifestyle products" for an undisclosed robotics company. Interviews and a diary study with 20 participants identified key usage facilitators and inhibitors. The client's UX team received findings and recommendations for product reevaluation.
A UX analysis improved the Waltham Public Library's website. Interviews with 11 patrons and a remote card sort identified navigation difficulties and unmet needs. The project delivered comprehensive recommendations for the website's information architecture, aesthetics, and long-term strategic improvements.