Industry: Consumer Products | Role: Research Lead & Mentor | Deliverables: Heuristic Evaluation, Research Audit, Dynamic Journey Map, Insights, Workshop
The problem
A major online retailer wanted to understand how customers actually experienced shopping through their voice interface. They had 12 core features and little clarity on where those features were breaking down or why.
What I did
Over six weeks, I led the end-to-end evaluation alongside a junior UX designer I mentored throughout the engagement. Together, we produced 75 usability findings across all 12 features. In parallel, I directed a research audit of more than 180 internal client documents, coaching my colleague on how to synthesize and present dense research in a form stakeholders could act on.
From those two data streams, I distilled the findings into actionable insights, then designed a Figma microsite as a living repository for the client's internal teams to track changes and align product feature teams going forward. I owned all visual design and content editing in Figma and recorded a walkthrough video to socialize the asset across the organization.
I led the client presentation during a two-day in-person workshop, facilitating group discussions and live whiteboarding synthesis with the client team.
What moved
The client received a tool they could keep using after the engagement ended, not just a readout. Since this project, I’ve seen many of the findings we identified fixed and updated by the client’s internal teams.
What this taught me
Insight without infrastructure gets shelved. Designing the delivery as a living artifact that our client’s teams could use and grow over time changed the value of the work.