Selected Case Studies

From Call Centre Load to Self-Serve Clarity: Bonus Interest Tracker

A self-service tracker that addressed 10% of call centre volume from bonus interest queries. Customer testing validated the design, and surfaced bonus rule complexity as the deeper problem, influencing a shift toward simpler product criteria.

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

Concept testing research across myBOQ, ME Bank, and Virgin Money that challenged inherited assumptions, pivoted user personas, and reframed product strategy from mobile-first to context- and behaviour-led MVP prioritisation.

Redirecting Investment Backed by Evidence: Quick Pay

Research that prevented a premature build by validating that assumed demand for Quick Pay didn't match real user behaviour, redirecting product investment toward needs uncovered through testing.

Selected Case Studies

From Call Centre Load to Self-Serve Clarity: Bonus Interest Tracker

A self-service tracker that addressed 10% of call centre volume from bonus interest queries. Customer testing validated the design, and surfaced bonus rule complexity as the deeper problem, influencing a shift toward simpler product criteria.

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

Concept testing research across myBOQ, ME Bank, and Virgin Money that challenged inherited assumptions, pivoted user personas, and reframed product strategy from mobile-first to context- and behaviour-led MVP prioritisation.

Redirecting Investment Backed by Evidence: Quick Pay

Research that prevented a premature build by validating that assumed demand for Quick Pay didn't match real user behaviour, redirecting product investment toward needs uncovered through testing.

Selected Case Studies

From Call Centre Load to Self-Serve Clarity: Bonus Interest Tracker

A self-service tracker that addressed 10% of call centre volume from bonus interest queries. Customer testing validated the design, and surfaced bonus rule complexity as the deeper problem, influencing a shift toward simpler product criteria.

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

Concept testing research across myBOQ, ME Bank, and Virgin Money that challenged inherited assumptions, pivoted user personas, and reframed product strategy from mobile-first to context- and behaviour-led MVP prioritisation.

Redirecting Investment Backed by Evidence: Quick Pay

Research that prevented a premature build by validating that assumed demand for Quick Pay didn't match real user behaviour, redirecting product investment toward needs uncovered through testing.