Case Studies
Unifying the Airline Agent Workflow
Company
AKQA
Role
Lead UX Designer
Problem
Average call length was too high:
Users were navigating multiple tools while on calls with customers
Users were repeating tasks while trying to resolve customer problems
Outcome
Reduced steps to access Miles data from five to one
Eliminated the most common repeated task: checking flight details
Streamlining Validation for Data Scientists
Company
Cardlytics
Role
Sr UX Designer / Researcher
Problem
Data scientists were manually seeking out sources of truth when checking transaction data
Users waited up to three weeks for their data cleaning work to be verified
Outcome
Improving Filter Discoverability for Car Buyers
Company
Autotrader
Role
UX Designer
Problem
Users were not using filters to refine search results
Results page bounce rate was higher than the 45% benchmark
Outcome
Increased filter engagement by 8%
Decreased bounce rate by 3%
Increased conversions by 10%
Rethinking Job Search for Skilled Tradespeople
Electrician
Reliable Heating & Air
General Laborer
2 openingsApex Contracting
HVAC Technician
Cool Air Solutions
Electrician Apprentice
3 openingsPowerPro Electric
Company
The Home Depot
Role
Lead UX Designer
Problem
Candidate experience was inherited and untested
No one knew what was working or where job seekers were dropping off
Outcome
3 opportunity areas identified and validated
6 competing prototypes built and tested with real tradespeople
All 3 directions moved to the product roadmap
Beyond the Screen
Lego Camera
Digital Blue
QuikStyle Brush
Goody
Baby Napper
Graco