Areas of Specific Expertise

1. Optimizing User Onboarding Flows

2. Creating and Optimizing Complex Workflows for B2B and B2C

3. New Product Concept Development

Research Skills

Generative Research
Ethnography/Field Research
Usability Testing/Lean UX
Rapid Iterative Testing - RITE studies
Quantitative & Qualitative Segmentation Studies
International User Research
Use of Behavior Psychology principles
UX Benchmark Testing
Marketing Copy & Ad Testing
Quant Research
∙ Tracking Studies
∙ Concept Testing
∙ Feature Set Optimization (Conjoint Analysis)
∙ A/B Testing
∙ Mixed Methods Research

Jeff Chen, User Researcher

The oft-repeated quote that was not actually spoken by Henry Ford is an example of how I approach finding opportunity.  The quote generally runs along the lines of: “If I had asked people what they wanted, they would have said faster horses.” Some claim this is why the consumer can't tell you WHAT to build and I agree. But, even taking this quote literally, the consumer is providing invaluable guidance on what appeals to them. My job as a design researcher is to understand WHY. The consumer's 'faster horse' is only a concrete symbol of their desire to get there faster. The innovation question becomes 'How might we be able to meet the consumers' desire to get there faster' rather than building the 'faster horse'. Does 'faster' means a form of transportation or something else altogether such as video conferencing? Which solution best fits the WHY driving the consumer's desire to get there faster?