ASK:

• Identify high-value CX improvement opportunities

• Find the "$1M button" to fix

• Develop comprehensive research plan

• Conduct 100 usability sessions (50 remote, 50 on-site)

APPROACH:

• Created targeted research methodology

• Conducted extensive usability testing

• Identified critical pain points in customer journey

• Analyzed patterns across diverse user groups

• Prioritized improvements by potential ROI

IMPACT:

• Identified numerous small improvements with cumulative major impact

• Uncovered new market expansion opportunities

• Delivered actionable data for next beta site development

• Elevated overall site performance

• Provided foundation for ongoing CX optimization strategy