Selected Case Studies

From Angry Calls to Self-Serve Clarity: Bonus Interest Tracker

How I used research to uncover why customers kept calling, and designed a bonus interest tracker for 5 products across 3 brands so they never had to again.

De-risking a 215k+ User Migration for 3 Digital Banks

Discovery work that challenged business assumptions about user needs, redefined personas, and shaped the MVP for a seamless 215k+ user migration across three digital banks.

Saving the Build: Redirecting Resources to What Mattered

The Quick Pay feature seemed like a clear win, until I pushed for research nobody was interested in, proved assumed demand didn't exist, and uncovered customers’ actual need.

Selected Case Studies

From Angry Calls to Self-Serve Clarity: Bonus Interest Tracker

How I used research to uncover why customers kept calling, and designed a bonus interest tracker for 5 products across 3 brands so they never had to again.

De-risking a 215k+ User Migration for 3 Digital Banks

Discovery work that challenged business assumptions about user needs, redefined personas, and shaped the MVP for a seamless 215k+ user migration across three digital banks.

Saving the Build: Redirecting Resources to What Mattered

Research that prevented a premature build, validating that assumed demand for Quick Pay didn't match real user behaviour, and redirecting product investment.

Selected Case Studies

From Angry Calls to Self-Serve Clarity: Bonus Interest Tracker

How I used research to uncover why customers kept calling, and designed a bonus interest tracker for 5 products across 3 brands so they never had to again.

De-risking a 215k+ User Migration for 3 Digital Banks

Discovery work that challenged business assumptions about user needs, redefined personas, and shaped the MVP for a seamless 215k+ user migration across three digital banks.

Saving the Build: Redirecting Resources to What Mattered

The Quick Pay feature seemed like a clear win, until I pushed for research nobody was interested in, proved assumed demand didn't exist, and uncovered customers’ actual need.