Startups to Fortune 100.
Unlocked Revenue.
Solved the Toughest Experience Challenges.
FINANCIAL SERVICES
CHASE
Customer Research. CX Strategy.
Winning High-Net-Worth Customers Through Concierge CX.
As a relationship-first bank, their growing customer base required a premium digital presence to match their in-person experience. We conducted customer research and delivered end-to-end UX/UI design and implementation of a full B2C website — establishing their first digital banking presence and driving new customer acquisition through a powerful new channel.
Drove revenue growth and customer acquisition through HNW CX strategy.
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CAPITAL ONE
Customer Research. Conversational UX. Prototyping.
Designing an AI Assistant Customers Actually Use.
An early-stage AI customer assistant was underperforming across web, mobile, and voice channels due to poor conversational design and unclear UX. We conducted customer research and delivered iterative UX design, prototyping, and implementation — improving the customer experience and driving operational efficiency through a higher-performing AI assistant.
Drove customer adoption and operational efficiency through AI experience design.
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ADVISOR ENGINE
Customer Research. UX/UI Design. SaaS.
Building a B2B2C SaaS Platform From Research to MVP.
A financial advisory SaaS platform needed to serve advisors and their end clients through a single cohesive digital experience. We conducted customer research and delivered full UX/UI design and implementation across web, advisor dashboard, and client-facing portal — driving revenue growth by bringing a market-ready B2B2C SaaS experience from research through MVP.
Drove revenue growth and product adoption through B2B2C SaaS design.
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CHASE
Customer Research. UX Design. Web Design.
Designing Their First Digital Banking Presence.
As a relationship-first bank, their growing customer base required a premium digital presence to match their in-person experience. We conducted customer research and delivered end-to-end UX/UI design and implementation of a full B2C website — establishing their first digital banking presence and driving new customer acquisition through a powerful new channel.
Drove new customer acquisition through digital channel.
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CAPITAL ONE
Customer Research. UX Design.
Making Security Seamless Across Web and Mobile.
Customers were dropping off security flows due to friction and confusion across authentication touchpoints. We conducted customer research and redesigned multi-factor authentication across web and mobile — improving customer trust, security adoption, and conversion through a seamless and intuitive experience.
Improved conversion and security adoption across web and mobile.
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M&T BANK
Customer Research. Workflow Design. UX/UI Design.
Turning a Complex Internal Platform Into a Scalable Tool.
A digitized workflow platform had low adoption because it didn't reflect how people actually worked. We conducted stakeholder research, mapped real-world workflows, and delivered full UX/UI redesign and implementation — transforming a complex internal tool into a scalable digital platform that improved performance and elevated the customer experience enterprise-wide.
Drove enterprise-wide adoption and through digital transformation.
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CHASE
Customer Research. UX Design.
Fixing Broken Customer Onboarding Flow.
A complex, fragmented online banking portal was creating friction that slowed customer adoption and damaged the onboarding experience. We conducted customer research and redesigned the onboarding flow end-to-end — improving customer adoption and revenue performance by streamlining a multi-step experience into something intuitive and efficient.
Improved customer adoption and conversion through onboarding optimization.
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VOYAGER
Customer Research. UX Design. Desktop App.
Relaunching a Desktop Trading App Customers Weren't Using.
A successful mobile trading platform had launched a desktop version that wasn't gaining traction with customers. We conducted customer research and delivered a full UX/UI redesign and implementation — unlocking customer adoption and revenue performance through an optimized multi-screen trading experience.
Drove customer adoption and revenue recovery through product redesign.
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MCKINSEY
Customer Research. Product Design. Web App.
Turning Commodity Intelligence Into a Customer-Facing Platform.
A manual consultant-led commodity intelligence operation was ready to scale but needed deliver value at scale for buyers and farmers alike. We conducted customer research and designed a web dashboard platform — delivering better experiences and unlocking new revenue through a digital intelligence tool built around the customer.
Drove revenue growth through new customer-facing digital platform.
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CARVER EDISON
Customer Research. UX Design. Conversion.
Removing the Barriers Stopping Customers From Enrolling.
Employees were underenrolling in stock option programs because the acquisition flow was unclear and the onboarding experience created unnecessary friction. We conducted customer research and redesigned the acquisition flow and onboarding experience across web and email touchpoints — improving customer conversion and driving program adoption.
Improved conversion and program enrollment through UX optimization.
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INSURANCE
METLIFE
Customer Research. CX Optimization. Web Portal.
Driving Customer Adoption Across Global Benefit Portals.
Employer, broker, and end-user portals across North and South America were underperforming, with low adoption and poor order volume limiting revenue. We conducted customer research across multiple markets and optimized the portal experience across all touchpoints — improving customer adoption and driving order volume through a more intuitive digital experience.
Drove customer adoption and order volume across global portals.
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STATE FARM
Research Training. CX. UX.
Upleveling Teams to Deliver Better Customer Experiences.
Product, design, and research teams needed a capability lift to consistently deliver experiences that met customer needs and drove business performance. We developed and delivered a comprehensive CX and UX research training curriculum covering web, mobile, and omnichannel experience design — improving team performance and enabling stronger customer experiences across the organization.
Improved team performance and CX delivery through capability building.
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METLIFE
Research Training. Capability Building.
Building an Internal Research Culture Around the Customer.
Internal teams needed stronger research skills and processes to consistently deliver customer-centered experiences at scale. We designed and delivered a comprehensive training program that upleveled research capabilities across teams — improving organizational performance and enabling stronger customer experiences across digital and physical touchpoints.
Improved organizational capability and CX delivery through research training.
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TRAVELER'S
Customer Research. Market Research.
Optimizing Sports Sponsorship Through Customer and Market Research.
Understanding whether and how to continue investing in sports sponsorships required deep customer and landscape analysis across multiple sporting categories. We conducted comprehensive market and customer research with an emphasis on their existing golf sponsorship portfolio — delivering strategic insight that informed sponsorship investment decisions and optimized marketing performance.
Improved marketing ROI and sponsorship efficiency through market research.
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PHARMA AND HEALTHCARE
OTSUKA
CX Design. Mobile App. Web Portal.
Launching the World's First Digital Medication Ecosystem.
Bringing the world's first digital pill to market required designing an entirely new category of patient experience across multiple stakeholders and regulated touchpoints. We delivered end-to-end CX design and implementation across patient mobile app, caregiver portal, HCP web platform, and connected device — supporting FDA approval and unlocking a breakthrough new revenue stream through a world-first digital health ecosystem.
Drove revenue growth and market adoption through FDA-approved ecosystem launch.
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EISAI PHARMA
Customer Research. CX Design. Mobile App.
Designing a Platform for Early Cognitive Diagnosis.
Clinicians and wellness programs needed an effective tool to screen patients for early cognitive decline — enabling faster diagnosis and better treatment outcomes. We designed and implemented a first-of-kind cognitive assessment platform across patient mobile app and clinical workflow portal — enabling early diagnosis, improving patient outcomes, and driving adoption across clinical and wellness settings.
Improved patient adoption and clinical conversion through platform design.
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PFIZER
Design Systems. Capability Building.
Unifying Global Design for Consistent Patient Experiences.
Siloed design and development across global markets was creating inconsistent patient experiences and operational inefficiency at scale. We developed a unified design system, supported an internal CoE, and delivered innovation workshops — improving customer experience consistency and operational performance across all web, mobile, and therapeutic product touchpoints worldwide.
Improved operational efficiency and CX consistency through global design systems.
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CSL PLASMA
Customer Research. CX Optimization. Website.
Getting More Donors In the Door and Keeping Them Coming Back.
Low donor acquisition and repeat donation rates were limiting revenue and operational performance across locations. We conducted customer research and redesigned the website and mobile experience to reduce friction and improve the donor journey — driving customer growth and revenue performance across all digital touchpoints.
Drove donor acquisition and repeat donation revenue through experience redesign.
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TELECOM AND UTILITIES
COX
Customer Research. Service Design. Implementation.
Redesigning Self-Install So Every Customer Succeeds.
A self-install product with significant growth potential was being held back by customer experience gaps across every touchpoint. We conducted customer research and delivered full service design and implementation across physical packaging, instruction materials, mobile app, and web support touchpoints — dramatically improving customer adoption, reducing operational costs, and driving revenue performance.
Drove customer adoption and reduced operational costs through service design.
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COMCAST
Customer Research. CX Optimization. Web Portal.
Turning Website Visitors Into Customers Who Convert.
Online ordering had significant untapped conversion potential with customers defaulting to phone calls instead of completing orders digitally. We conducted customer research and redesigned the website and web portal experience — improving online ordering conversion and self-service adoption, reducing call center volume, and driving revenue performance.
Improved conversion and reduced call center volume through digital experience.
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FRONTIER
Customer Research. CX Optimization. Service Design.
Simplifying Self-Install for Every Customer.
A self-install experience with room to improve was creating unnecessary friction for customers trying to set up their own service. We conducted customer research and optimized the experience across web and physical touchpoints — improving the customer journey, increasing adoption, and reducing operational costs.
Drove customer adoption and reduced operational costs through UX optimization.
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MEDIA AND ENTERTAINMENT
MTV
Customer Research. Content Strategy. UX Design.
Speaking to the Next Generation About Mental Health.
A new mental health education platform needed to connect authentically with Gen Z and millennial audiences on a topic that was often misunderstood or avoided. We conducted deep customer research with target audiences and informed UX design, content strategy, and website implementation — improving customer engagement and driving meaningful reach at launch.
Drove customer engagement and campaign reach through research-led content strategy.
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FACEBOOK
Customer Research. Product Strategy.
Finding New Revenue in Online Gaming Behavior.
Untapped revenue opportunities in online gaming required a deeper understanding of how customers engaged with gaming content and what would motivate new behaviors. We conducted customer research into gaming behavior and monetization — identifying new opportunities to improve the customer experience and informing product strategy and revenue growth across web and mobile touchpoints.
Drove revenue growth through customer insight and product strategy.
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TECH AND SAAS
ADOBE
Customer Research. CX Strategy. Go-to-Market.
Using Customer Insight to Launch a New Product Category.
A new category of design templates needed a go-to-market strategy grounded in how real customers discovered, evaluated, and purchased creative tools. We conducted customer research into usage, positioning, pricing, and purchase flows across web and mobile — informing a go-to-market strategy that improved customer acquisition and drove revenue performance.
Drove customer acquisition and revenue growth through go-to-market strategy.
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RICHARDSON
Customer Research. Product Strategy. UX Design.
Merging Two Platforms Into One Winning Customer Product.
The merger of two sales training leaders created an opportunity to combine the best of both platforms into a single flagship SaaS product that could win customers in a competitive market. We conducted customer research and delivered experience strategy, UX design, and implementation — creating a net-new product that drove adoption and attracted the company's largest clients to date.
Drove product adoption and attracted largest clients to date.
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CHARLIE HR
Customer Research. Product Strategy. UX Design.
Entering New Markets With Customer Insight and an Expanded Product.
An HR tech platform built for small business was ready to expand and needed to understand how to serve mid-market and enterprise customers effectively. We conducted customer research across multiple ICPs and delivered product expansion strategy and UX design improvements — enabling the platform to serve new customer segments and driving adoption and revenue growth in new markets.
Drove adoption and revenue growth across new customer segments.
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BELIEVECO
Customer Research. UX Design. Web App.
Turning a Proprietary Methodology Into a Product Customers Use.
A communications firm had a powerful reputation scoring methodology ready to scale beyond manual consulting delivery into a digital product. We conducted customer research and delivered UX design and implementation of a digital dashboard tool — transforming the methodology into a scalable product that improved customer access to reputation intelligence and drove platform adoption.
Drove platform adoption and customer access through product design.
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MANIFEST
CX Strategy. Digital Transformation.
Transforming a Print Organization Into a Digital Revenue Engine.
A leading content marketing agency with hundreds of employees and six offices was generating 90% of revenue from print while nearly all new business demand was coming in digital. We developed a new agency-within-an-agency model called Audience Engine — converting a major global logistics client from 100% print to 100% digital and delivering a 50% increase in profitability and approximately 100% ROI improvement before rolling the model out across the entire organization.
Delivered 50% profitability increase and ~100% ROI improvement for clients.
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B2B AND OTHER
CUTC
Customer Research. UX Design. Web Portal.
Redesigning a B2B2C Travel Portal Around Every Customer.
A white-labeled travel platform serving credit unions and their members had significant room to improve across all three stakeholder groups — limiting adoption and revenue potential. We conducted customer research and delivered full UX/UI design and implementation of the web portal — improving the customer experience across all touchpoints and driving adoption and revenue performance.
Drove customer adoption and revenue performance through portal redesign.
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SUEZ WATERS
Customer Research. UX Design. E-Commerce.
Rebuilding E-Commerce Around the Customer.
A legacy e-commerce platform needed a fundamental rethink to better attract, convert, and retain customers and unlock its revenue potential. We conducted customer research, developed personas, and delivered full website design and implementation — rebuilding the e-commerce experience around the customer and improving acquisition and revenue performance across digital touchpoints.
Improved customer acquisition and conversion through e-commerce redesign.
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VEOLIA
Customer Research. Web Design.
Designing a Global Website Across Dozens of Regions and Markets.
A global enterprise operating across dozens of regions and hundreds of countries needed a website that could serve diverse markets while meeting corporate, local, and tactical marketing requirements simultaneously. We navigated a highly complex stakeholder environment to deliver a unified global web presence — balancing language variations, local market dynamics, and corporate brand standards across a world-scale digital infrastructure.
Improved global reach and stakeholder alignment through web design.
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NINR
Customer Research. Web Design.
Designing a New Digital Presence for a Complex Government Entity.
The National Institute of Nursing Research needed a sophisticated new website that could navigate the unique constraints of a government environment while serving a highly specialized professional audience. We conducted deep industry and audience research and delivered a comprehensive new web presence — balancing government requirements, stakeholder complexity, and user needs to create a high-performing digital destination.
Improved audience engagement and digital reach through web design.
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AD COUNCIL
Customer Research. Behavioral Research.
Driving Behavior Change Through Customer Research and Insight.
Reaching audiences on sensitive and complex social issues — including gun control and Alzheimer's awareness — required a deep understanding of how different customer segments think, feel, and respond to messaging. We conducted multiple customer research engagements across campaigns — delivering insight that informed content strategy, creative direction, and communication approaches designed to drive meaningful behavior change.
Improved campaign effectiveness and audience conversion through behavioral research.
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VERIZON
Customer Research. Service Design.
Understanding How Customer Needs Evolve as They Age in Place.
As customers age and remain in their homes longer their technology needs, preferences, and behaviors shift in ways that require a fundamentally different customer experience approach. We conducted deep customer research and observation into the aging in place journey — uncovering critical insights that informed product strategy, service design, and experience improvements to better serve this growing and underserved customer segment.
Drove product adoption and revenue growth for a high-value customer segment.
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