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

By Philip Burgess | UX Research Leader Usability testing reveals how real users interact with a product, highlighting areas that need improvement. Choosing between moderated and unmoderated testing depends on your goals, resources, and timeline. Both methods offer unique advantages and challenges. Understanding best practices for each can help you gather meaningful insights that improve user experience. User participating in a moderated usability test session Understanding Mo

By Philip Burgess | UX Research Leader Understanding your competitors’ user experience (UX) can reveal valuable insights that help improve your own product. Competitive analysis in UX research goes beyond just comparing features or pricing. It involves studying how users interact with competitor products, identifying strengths and weaknesses, and uncovering opportunities to create a better experience. This post outlines practical steps and best practices to conduct effective

By Philip Burgess | UX Research Leader User experience (UX) research is essential for creating products that truly meet user needs. Yet, as teams grow and projects multiply, managing research activities becomes complex. This is where UX ResearchOps comes in—organizing and supporting research processes to make them more efficient and impactful. But how do you know if your ResearchOps strategies are working? Measuring their effectiveness is key to improving design outcomes and

Research projects often face challenges in maintaining consistency, saving time, and ensuring quality across multiple studies. One effective way to overcome these hurdles is by using standardized templates. These templates provide a clear framework that researchers can follow, reducing errors and speeding up the entire process. This post explores how standardized templates can help scale research efforts while improving efficiency and clarity. A researcher’s desk showing a st

Building a research repository is a common challenge for many teams. Often, these repositories end up as cluttered archives that few people use. The goal is to create a space where research is easy to find, understand, and apply. When done right, a research repository becomes a valuable tool that supports decision-making and collaboration. Why Teams Struggle with Research Repositories Many teams collect valuable research but fail to organize it effectively. This leads to frus

Research teams often face a common challenge: managing incoming requests that vary widely in scope, urgency, and detail. Without a clear system, requests can become chaotic, leading to missed deadlines, unclear objectives, and wasted effort. Creating a structured research request intake process transforms this chaos into clarity, helping teams deliver better results efficiently. Organized research request board showing categorized tasks Why a Research Request Intake Process M

By Philip Burgess | UX Research Leader User experience (UX) research is essential for creating products that truly meet user needs. Yet, managing UX research efficiently across teams and projects can be challenging. This is where UX ResearchOps comes in. It provides a framework to organize, support, and scale UX research activities. Understanding the eight pillars of UX ResearchOps helps teams deliver consistent, high-quality insights that improve design decisions. Organizing