Think Aloud Tests for Support UI
Emily led usability and think out loud testing for Asurion’s customer support landing page for various human and AI agent support options.
Learnings not only shaped the landing page in question, but also established UX Design principles for other client tech support entry points including for Google and Verizon chat experiences.
Card Sorting to Inform Navigation
Emily led comprehensive moderated and unmoderated card sorts to uncover product-defining insights enterprise-wide.
This research shaped everything from homepage information architecture, to steps and product types were arranged in a claim flow, to product marketing tactics.
Let’s connect
There’s a whole lot more. Contact me on LinkedIn for more detailed case studies.