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Informing Service Strategy for On-Site Resource Management

Initial research focused on internal stakeholders’ perspectives about current processes and potential opportunities, followed by contextual research at a broad range of sites across the country. Observations were captured through site profiles using a product service system approach. The team studied the eco-system and pain points using multi-faceted filters including stakeholder’s relationships, associated revenues and costs, sites’ behaviors and routines, and summaries of the emerged patterns.

This analytic strategy expanded client’s focus on a larger number of touchpoints influencing customers’ overall experience. As a result of the synthesis phase, on a spectrum of effective to ineffective sites, comprehensive operational models illustrated key taskflows and insights. These models yielded recommendations for systematic opportunity spaces and a strategic direction for ideal battery management based on the design principles.

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Insight-Driven eCommerse | Omni-Channel Experiences

Corporate IT leaders juggle many decision factors as they support critical computing infrastructures. To help stay up-to-date in understanding the issues related to evolving technology that were important to their channel partners and B2B clients, Dell turned to Essential for insights and direction. Through primary research across customer segments, Essential observed and described important patterns of decision-making for IT professionals, compared with the experience. The project team developed customer personas and experience maps characterizing procurement workflows, information dependencies, and design factors. This foundational knowledge has enabled the internal UX team at to deliver experiences better aligned to its professional and institutional user base.


Improving Life of Seniors with Visual Impairment

Collaborated with Future In Sight, a New Hampshire-based non-profit that provides a range of education, rehabilitation, and training services to children and adults living with profound vision loss. The study employed Design Thinking principles to provide foundational knowledge on senior clients’ behaviors, attitudes, and unmet needs, and learn about future design and innovation opportunities.

In this pilot project, five individuals in different stages of their vision-loss journey, and from new, existing, and previous client groups, were given a chance to be an advocate for more tailored, informed services. The participants’ experiences with ‘Future In Sight’ were mapped using the five stage customer journey model (Entice, Enter, Engage, Exist, and Extend). Examples of other deliverables: User profiles, helpers and hurdles, a day in the life experiences, goals and inspirations, and role of technology. 

The findings of this project was presented at The 33rd CSUN Assistive Technology Conference in March 2018.