Silent Discounts
In stores, 2 to 3% of purchases used a discount code, against about 30% online. Watching real checkouts showed where discounts fail, and how much the seller shapes the experience.
Read case study →UX Researcher · Mixed methods
I find the gap between what a product does and what people believe it did.
Four years of UX research, most recently on a buy-now-pay-later product. I've watched real checkouts in shopping malls, tested checkouts with users, interviewed merchants and debtors, and run surveys with thousands of users.
From field research to usability tests
In stores, 2 to 3% of purchases used a discount code, against about 30% online. Watching real checkouts showed where discounts fail, and how much the seller shapes the experience.
Read case study →Two rounds of usability tests on a checkout that let people combine their wallet with installments. The first design failed. After the redesign, most people used the wallet, and the rest showed why they didn't trust it.
Read case study →Missed payments at a hypermarket chain looked like a money problem. Two studies showed it was also a promise problem: people expected installments the product didn't offer.
Read case study →Seven merchant interviews turned a pile of requests into the feature list for the merchant panel, which was then built. Some "missing" features already existed and were just hard to see.
Read case study →Before anything else, I ask who will use the results and what they'll decide with them. It isn't always a PM or designer: sometimes it's business development, marketing or PR, and each needs something different.
I choose the method based on what the question needs, not on habit. Sometimes that's a survey of a thousand people, sometimes it's watching a few dozen at a store counter.
I report what we found and where it's still unclear. The open questions become the starting point for the next round of discovery.
Findings go to everyone who can act on them, not only the team that asked, in a form each of them can use.
Contact
The quickest way to reach me is LinkedIn.