Up2You
I led an end-to-end mixed-methods project that identified key friction points in the booking flow, leading to a 12% increase in bookings, 9% fewer abandoned sessions, and an 89% drop in customer support queries.
The project grew into creating a research strategy for the company
Mixed-Methods Research and Business Impact
I combined usability testing, behavioral analytics, support query analysis, and user interviews to identify the main reasons behind low booking rates.
Turning Research into Product Decisions
I translated findings into clear design recommendations for both coach and customer booking calendars.
Building a Scalable Research Strategy
The project grew into creating a broader UX Research Strategy and Research Ops framework for the company.
