Customer Experience Design Consultant
Case Studies Archive
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Example: Audience Needs Workshop
One of my newest clients, a mortgage servicer, engaged me to help refine how they communicate with their audience—homeowners in a foreclosure situation. For me, this…
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Case Study: UX Strategy for Energy Retailer
Facing significant awareness and educational challenges, I helped this business to business energy retailer approach the small business segment with a consumer-colored glasses…
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Case Study: Children’s Hospital of Pittsburgh Information Architecture
CHP’s website grew organically resulting in a rich repository of clinical content that was difficult to navigate. I helped re-architect CHP.edu from the user’s point of view, creating a final user experience based on three types of patient families and how they use the site.
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Case Study: Mortgage / Title Insurance B-to-B Customer Experience (CX)
During the mid-2000 mortgage boom, NREIS had awareness and credibility issues as they struggled to grow more than 300% in less than two years. Realizing that marketing was only a fraction of the solution, I led an executive management team of Sales, Operations, IT, and HR to create a company-wide customer experience program. The result—the company secured work with 9 of the Top 10 U.S. banks.
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Two Out of Three Ain’t Bad… Email Deliverability
Was it technical issues, SPAM problems or user behavior causing our registrations for a new Web initiative to only reach 75%? See what we discovered……
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Featured in Ad Age for Qdoba Social Media
How a Hockey Coach’s Burrito Habit Turned Into an Ad Campaign Pittsburgh Qdoba Franchisee, Agency Use Team’s Playoff Run (and Social Media) to Boost Store…
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Qdoba Social Media Blitz
Worked completed as Chief Digital Strategist at GatesmanMarmionDrake+Dave. Qdoba Pittsburgh Franchise Owner Chad Brooks noticed that the Penguins Coach Dan Bylsma would come into the…
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TrueClose Mortgage Software Case Study
Challenge: In 2004 loan origination software start-up TrueClose faced a formidable challenge in establishing itself in a market dominated by two long established competitors, but…
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Allpointe Mortgage Broker Case Study
Challenge: As a 12-state regional mortgage broker, Allpointe Mortgage was successful in states with physical offices, but needed to expand their friendly, knowledgeable advisor image…
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TripleAtomicTough.com
Worked completed as Chief Digital Strategist at GatesmanMarmionDrake+Dave. The newest social media marketing out of the team at GMD+D… Quaker Steak & Lube’s Triple Atomic…
