Research that changed what teams built.
Five case studies from telecom, enterprise software, e-commerce and civic tech, plus a few things I built on the side.
Client data is anonymised and some screens are AI-generated stand-ins. The process and the outcomes are real.
Case studies
Professional work, outcome first
Partners weren't resisting change. The platform was organised around its data.
Four structural barriers behind stalled adoption. +22% adoption
Agents weren't ignoring the churn nudge. It was being disqualified.
Paused the wrong investment and reframed the brief. 12 agents, 3 HMWs
Staff were bypassing the kiosk and customers were avoiding it.
A trust problem, not a usability one. −50% peak queue wait
68% of shoppers left the product page.
Triangulated four sources, then proved the fix. Conversion 3% → 6%
A civic app for people who had never used a smartphone.
First research practice, built from scratch. 50K+ installs in 3 months
The process and artefacts behind each study are easiest to share in conversation.
Side projects
Things I built because I wanted them to exist
Every researcher has a toolkit. Most never document theirs.
Interview guides, synthesis frameworks and facilitation plays, documented from six years across five organisations.
Read the playbook →Guardrails for using AI in UX research
A practical framework for ethical AI use in research, drawn from hands-on work on an AI nudge in telecom retail.
Write-up in progressSpot the leading, biased or badly framed interview question
Six quick rounds with instant feedback, for anyone who writes discussion guides.
Play now →Match the research scenario to the right method
Diary study, contextual inquiry, survey or something else entirely. Five scenarios, no multiple-choice guessing.
Play now →Want the full story behind one of these?
The process and artefacts behind each study are easiest to share in conversation.