Case Studies > UXR Playbook

Improving UX Research


Impact

As the Principal User Researcher at Tallwave, I authored a playbook to disseminate, standardize, and optimize methods across the UX team. Integrated into Community of Practice sessions, it saw widespread adoption, elevating how the team gathered and applied user insights.
Coached
5 UX Designers
Better Research For
7 Tallwave Clients
Smarter Decisions for
15 Projects


Case Study Overview

  • Context:
  • Tallwave, a customer experience agency, sought a cohesive approach to unify, standardize, and optimize practices across five major clients— top U.S. banks and a natural gas company.
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  • The final resource outlines theory, methodologies, and industry-specific analyses, building on concepts from the Research Process page.

  • Problem: The UX team lacked a single framework for sharing knowledge, streamlining methods, and encouraging broader adoption of user-focused techniques across diverse industries.
  • Role: As Principal User Researcher, I authored a comprehensive playbook. Incorporated into Community of Practice sessions, it provided consistent processes and broadened access to critical insights.
  • Impact: The playbook refined workflows and scaled expertise throughout Tallwave, becoming proprietary IP.
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Playbook Dissemination


Playbook Description


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