Case Studies

Problem

Disney+ required strict alignment between D2C retention targets and platform UX to address strategic churn risk. A strategic analysis was necessary to correlate unresolved user friction with projected churn, informing product roadmap decisions with validated UX priorities.

Process

• Market Analysis
• Business Objective Benchmarking
• Friction-Point Analysis
• Strategic Feature Ideation
• High-Fidelity Prototyping

Outcome

Delivered a prioritized, actionable backlog of tactical and strategic UX improvements mapped directly to Disney's D2C retention KPIs. Effectively bridged the gap between raw business metrics and intuitive user flows, providing a data-backed blueprint for future feature scaling.

Problem

Despite aggressive cross-selling mandates, the bank's flagship mobile application lacked native product origination capabilities, forcing millions of users out-of-app to convert. This fragmented architecture severely restricted product discovery, artificially inflating customer acquisition costs and creating massive friction in the digital sales pipeline.

Process

• Competitive Benchmarking
• User Flow Optimization
• Cross-Functional Roadmapping
• Wireframing
• Conversion Rate Strategy
• High-Fidelity Prototyping

Outcome

Architected a seamless, native in-app shopping experience that drastically reduced cart abandonment. The strategic redesign resulted in an immediate 18.3% month-over-month surge in digital account openings, demonstrating measurable Tier-1 revenue impact through optimized digital discovery.

Problem

The Payments product organization possessed a robust strategic roadmap but lacked a compelling executive pitch to secure buy-in and funding. Cross-functional alignment was stalled by dense, uninspiring documentation that failed to translate product vision into compelling business value for the executive committee.

Process

• Voice of the Customer Synthesis
• Collaborative Design Workshops
• High-Fidelity Concepting
• Interactive Narrative Strategy

Outcome

Deployed an emotionally resonant visual storytelling framework that translated complex strategy into clear executive impact. This presentation directly secured project approval and Tier-1 funding from the Head of Digital Banking and the Head of Payments, clearing the gate for the initiative to proceed.

Problem

Critical post-purchase customer journeys were hindered by a convoluted "missing parts" reporting flow, driving unnecessary traffic to costly customer service centers. This friction directly escalated Tier-3 operational overhead, inflated support ticket volumes, and damaged long-term brand equity.

Process

• Service Design Blueprinting
• Support Analytics Integration
• User Flow Optimization
• High-Fidelity Prototyping
• Executive Strategic Pitch

Outcome

Redesigned the post-purchase resolution journey utilizing dynamic shipment QR codes and streamlined self-service flows. This strategic optimization effectively reduces support escalation, lowering call center volume and substantially improving long-term customer satisfaction and loyalty metrics.

Problem

The local university ecosystem lacked a digital bridge connecting the student populace with the surrounding retail economy. This disconnect severely hampered hyper-local marketing strategies for small businesses while simultaneously depressing civic and social engagement within the student body.

Process

• Value Proposition Design
• KPI Orchestration
• Platform Architecture Analysis
• Wireframing
• Minimum Viable Product (MVP) Strategy

Outcome

Engineered a scalable two-sided community platform that organically fostered hyper-local economic activity. The deployment triggered a 23% increase in Daily Active Users (DAU) within two weeks, alongside a 34% increase in session length and a 44% surge in physical event attendance.

Problem

The NIEHS public webcasting platform routed playback failures to a small video support desk through a generic email inbox. Frustrated viewers rarely included the diagnostic information the team needed, forcing multiple correspondence cycles on every ticket and escalating Tier 3 operational overhead against a fixed support headcount.

Process

• Stakeholder Interviews
• Ticket Archive Analysis
• JWPlayer API Discovery
• Low Fidelity Wireframe
• Stakeholder Review
• Production Build
• Automated Regression Tests
• Launch Analytics

Outcome

Delivered a self-service diagnostic flow that automatically captured browser, operating system, and player error state at the moment of form submission. Mean time to resolution in Jira fell from 1 hour 43 minutes to 28 minutes, a 73% reduction achieved without adding headcount or replatforming.