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Steph Do is a UX Researcher, based in San Jose, CA
Streamline & Simplify: Unlocking Integrated Billing Experiences
This FAANG company had a substantial user base across two primary segments. At that point in time, there was no foundational research that explored understanding the main feature gaps, conversion funnel optimizations and new opportunities within the context of Integrated Billing (IB). The primary goal of this 4-part diary study was to better understand the E2E IB user experience through the lens of the product area’s CUJs and to identify opportunities for 2024 roadmap improvements.
diary study 🎀 survey 🎀 rating scales
Personalize or Perish: E-commerce Edition
This large E-Commerce client saw that they had a high “buyer effort” in their Collectibles vertical, where Trading Cards make up the majority of the business. The goal was to understand the needs, motivations, and goals of the Trading Card Collector demographic in order to inform how personalization efforts could affect the client’s product strategy.
in-depth interviews 🎀 survey 🎀 rating scales
The YouTube VR Puzzle: A CUJ Investigation
The YouTube VR team faced challenges in aligning on roadmap priorities. With finalized CUJs, the team needed to understand to what extent users were able to complete these user journeys with the current production and tooling, specifically on the Meta Quest. The goal of this study was to evaluate the health of the CUJs on current production, as well as provide product direction.
cujs 🎀 in-depth interviews
Chasing the Digital Butterfly: Cross-Platform Journeys
Through cross-functional collaboration with YouTube, this generative multi-phase research program aimed at comprehending which platforms users tended to use for travel planning and in what decision-making phases. The primary goal of this program was to assist travelers in discovering relevant places based on their queries and guiding them towards favorable outcomes more efficiently.
concept testing 🎀 usability testing 🎀 literature reviews 🎀 in-depth interviews
Testimonials
What’s it like working with me?
See for yourself below.
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