By Philip Burgess | UX Research Leader User experience (UX) leadership is often talked about in broad terms, but real lessons come from concrete examples. A recent case study I reviewed revealed practical insights into what makes UX leadership effective and impactful. This post breaks down those lessons, focusing on how UX leaders can guide teams, influence product decisions, and create meaningful user experiences. A UX designer creating wireframes during a brainstorming sess

By Philip Burgess | UX Research Leader When users struggle to complete a task on a website or app, it often means the design misses the mark. Improving task success is crucial because it directly affects user satisfaction and business goals. This post explores how UX research helped identify problems in a key user flow and led to design changes that boosted task success rates significantly. User analyzing task flow on a digital screen Identifying the Problem in the User Flow

🎯 Background An e-commerce retailer noticed unusually high shopping cart abandonment rates. Initial analytics showed a sharp drop-off at...

By Philip Burgess - UX Research Leader Project Background Nu Skin, a global leader in personal care and wellness products, sought to redesign its NuSkin.com website and associated mobile applications to better serve its diverse user base, including affiliates and customers. The goal was to improve usability, streamline navigation, and optimize key user flows such as sign-up and checkout to drive engagement and conversions. Role and Responsibilities As the UX Research Lead, I

By Philip Burgess - UX Research Leader Competitive audits are essential for identifying UX opportunities, understanding market standards, and guiding product differentiation. But let’s be honest—they’re time-intensive, messy, and often hard to scale across multiple competitors and platforms. This case study explores how our team leveraged AI tools to cut audit time in half , enhance pattern recognition, and deliver richer, more actionable insights to stakeholders. The Challen

By Philip Burgess - UX Research Leader Role:  Manager, User Experience Research (player/coach) Company:  Fortune 50 healthcare organization (multi‑line) Timeline:  12 weeks (Phase 1) Team:  1 PM, 2 Product Designers, 1 Content Designer, 1 Data Analyst, 1 UXR (me), Eng Lead Headline Outcome We improved task success and perceived ease/satisfaction for “Find Your Benefits” by  ~20–22%  and lifted engagement with the benefits area to a top‑five feature within a month of release. 

By Philip Burgess - UX Research Leader A well-crafted UX research case study is more than a portfolio piece—it’s a narrative that demonstrates your ability to solve complex problems, collaborate cross-functionally, and drive meaningful outcomes. Whether you're applying for a new role, pitching a client, or building thought leadership, your case study should be clear, credible, and compelling. Here’s a step-by-step guide to help you create a UX research case study that stands

By Philip Burgess - UX Research Leader Summary Philip Burgess led the creation and implementation of a structured UX research and optimization framework that translated user insights into measurable business outcomes. By connecting ROI modeling with a repeatable rollout process, this initiative empowered global teams to prioritize high-impact UX improvements, accelerate experimentation, and drive millions in revenue. Challenge Nu Skin’s digital teams needed a way to scale UX

Digital products often fail to meet user expectations because they focus on features rather than how people actually interact with technology. This case study explores how applying human-centered usability principles transformed a digital platform, resulting in a more intuitive, engaging, and effective user experience. User engaging with a touchscreen interface, demonstrating human-centered design Case Study: Understanding Human-Centered Usability Principles Human-centered us

By Philip Burgess - UX Research Leader Overview Asurion Insurance Services, the world’s largest provider of technology protection services, was facing a costly problem: its consumer-facing claims portal and customer service center claims application were slow, inconsistent, and frustrating to use. This friction resulted in high abandonment rates, long handle times for CSRs, and increased operational costs. By applying UX research, usability evaluation, and cognitive modeling

By Philip Burgess - UX Research Leader Overview The client’s legacy voice portal was creating friction in customer self-service, driving high call abandonment rates and unnecessary transfers to live agents. This not only reduced customer satisfaction but also increased operational costs. We conducted a UX-driven redesign of the voice portal  using human-centered design principles, usability testing, and ROI modeling. The result was a streamlined, intuitive self-service experi

By Philip Burgess - UX Research Leader Overview Nu Skin’s e-commerce platform was experiencing significant drop-off during critical purchase funnel steps—specifically the checkout and sign-up process . Our UX research identified multiple usability issues causing high abandonment rates, resulting in millions in lost potential revenue each year. By applying a structured UX ResearchOps framework  and ROI-focused design interventions, we transformed friction points into optimized