A selection of services I have audited end to end, finding the behavioral gap first, then designing the intervention that actually closes it.
A chronic care program with thousands of clients kept losing people and it looked random from the inside. I ran the research, found six mindsets driving the drop offs and gave the team a way to spot trouble early instead of reacting to it, cutting escalations from 27% to 18% and refund requests from 16% to 5%.
Onboarding was tuned for volume and it showed. Doctors and coaches were drowning in people who were never going to stick. I rebuilt the intake around readiness instead of willingness to pay. Success among the hardest to serve clients climbed to 60% and 73%.
The brief was a visual on top of the summary panel. Field work showed the care team had stopped opening that panel and were running on handwritten diaries, so I reframed the job and rebuilt the information architecture. Friction from missing client data fell by 49.7%.
Before this I was doing research in a lot of homes and a lot of client projects. In home visits to watch how people really use things, hundreds of sources pulled together into something a team could use and recommendations that actually shipped. There is a Project Excellence Award and a couple of CSAT awards in there too.
That older work lives on Behance ↗