discovery
Redefine merchants’ needs at Online Payment Platform
To enhance a renown payment platform, the initial project brief focused on designing a Daily Pay-out feature based on 16 customer complaints.
After analyzing user retention and competitor offerings, we uncovered a more urgent need—Faster Payments. While merchants with healthy cash flow didn't depend on daily payouts, an on-demand payout feature would significantly support those needing better cash flow management.
In response, we shifted our focus to developing this feature from 0 to 1. The result not only highly drove user engagement, but generated X million dollars annually for company.
Desire on Certainty behind numbers on ride-sharing platform
In our project aimed at reducing churn on the ride-sharing platform, we initially believed that offering incentives would effectively retain drivers, based on the quantitative data that monetary rewards were the primary factor. However, the results were disappointing.
Recognizing the needs for deeper insights, we conducted in-depth interviews with drivers. This revealed the true reasons behind their churn: it wasn't about the amount of money; it was about the predictability of their payments. Frequent adjustments to the incentive structure created mental stress and uncertainty, making drivers anxious about potential fluctuations in their earnings.
This understanding prompted us to redesign our payment frequency and predictability to enhance driver satisfaction and increase retention.
Concept testing
Where Comfort Meets Captured Memories in Photography Studio
To enhance the family photography experience, we conducted user testing and field research to observe behaviors in photography settings. Our findings revealed that a comfortable environment is essential for capturing genuine moments for clients.
In response, we iterated on our service design by streamlining touchpoints and introducing a personalized 1-on-1 concierge service. This guides families through their photography journey, ensuring a cohesive and memorable experience.
Product Launch
Innovate Go-to-market Strategy with A Human Touch for Tea Brands
To refine the go-to-market strategy for a tea brand in Southeast Asia, we took a user-centric approach - by observing users' daily routines, we found that local people are often caught in evening rush hours, feeling tense and could really use a "tea" break.
This led to the creation of Sunset Tea, a concept that invites consumers to pause and enjoy the sunset with a cup of tea.
The strategy resonates especially well in local, aligning with its culture and encouraging a slower, more mindful lifestyle—while boosting sales during off-peak hours.
How TechLover Means different in region for Consumer Products
To refine our Product-Market Fit strategy, we dug deeper into regional differences in the "Tech Lover" persona. While the company once generalized this target group, we found key differences across markets.
In India, tech enthusiasts are younger, price-conscious, and value affordability and long battery life. In the Nordics, they’re older, wealthier, and prioritize premium features like design and sustainability.
By tailoring our approach—offering a premium series in the Nordics and an affordable, long-battery option in India—we ensured a strong product-market fit, boosting customer satisfaction and driving growth in both regions.
organization change
Transform organization through understanding service from customer's point of view
In the healthcare industry, where hospitals have long customer lifecycles, maximizing customer lifetime value is critical for success.
To identify new opportunities within the organization’s complex services and internal structure, we interviewed hospital staff across departments, analyzed internal teams and service offerings. By viewing the journey from the customer’s perspective, we uncovered overlapping product functions, fragmented operational processes, where resulted in broken client experiences.
Following this, we collaborated with senior stakeholders to implement a progressive transformation, offering practical next steps for each team. This ensured a smoother shift to a modern customer experience, boosting retention, loyalty, and NPS.