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

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. Maximizing Efficiency Why Standa