Customer Understanding

Auben Realty | Scheduling Process Improvement

Process Research

Auben Realty's single showing agent was fully booked every week, but only 30% of appointments showed up. A Gemba walk to observe his actual day surfaced the real bottleneck — leading to a scheduling system redesign that increased daily showings 75% and show-up rates 55%.

Capabilities Built/Leveraged: Process Improvement, Operational Metrics, Voice of the Employee, Voice of Customer, LEAN Methodology

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Augusta University | Human-Centered Web Experience Optimization

User Experience Research

Redesign decisions for the Graduate School's enrollment site risked being made on staff assumptions alone. In-depth interviews and usability testing with actual prospective and current students grounded the work in real behavior — informing the redesign that ultimately drove a 71% increase in graduate enrollment.

Capabilities Built/Leveraged: In-Depth Interviews (IDI), Usability Testing, A/B Testing, VOC, Iterative Design Process

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Genworth | Behavioral Customer Segmentation

Customer Segmentation

Genworth lacked a scaled understanding of who its customers actually were — a critical gap for building trust with long-tenured policyholders. Behavioral research and segmentation activated the organization's product strategy for this population.

Capabilities Built/Leveraged: Behavioral Customer Segmentation, Customer Research, Voice of Customer

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Genworth | Policyholder Decisioning System (RBO)

Behavioral Experimentation

When long-tenured policyholders face a Reduced Benefit Options decision, the organization had no nuanced view of how they actually navigated it. Behavioral research and choice architecture experiments shaped a new engagement and service model for this moment.

Capabilities Built/Leveraged: Choice Architecture, Behavioral Economics, Qualitative & Quantitative Research, Double-Diamond Design Process

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