Case Study Overview
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• 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.
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• Problem: The UX team lacked a single framework for sharing knowledge, streamlining methods, and encouraging broader adoption of user-focused techniques across diverse industries.
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• 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.
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• Impact: The playbook refined workflows and scaled expertise throughout Tallwave, becoming proprietary IP.
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