🎯 Background An e-commerce retailer noticed unusually high shopping cart abandonment rates. Initial analytics showed a sharp drop-off at...

By Philip Burgess - UX Research Leader Project Background Nu Skin, a global leader in personal care and wellness products, sought to redesign its NuSkin.com website and associated mobile applications to better serve its diverse user base, including affiliates and customers. The goal was to improve usability, streamline navigation, and optimize key user flows such as sign-up and checkout to drive engagement and conversions. Role and Responsibilities As the UX Research Lead, I

By Philip Burgess - UX Research Leader Competitive audits are essential for identifying UX opportunities, understanding market standards, and guiding product differentiation. But let’s be honest—they’re time-intensive, messy, and often hard to scale across multiple competitors and platforms. This case study explores how our team leveraged AI tools to cut audit time in half , enhance pattern recognition, and deliver richer, more actionable insights to stakeholders. The Challen

By Philip Burgess - UX Research Leader Role:  Manager, User Experience Research (player/coach) Company:  Fortune 50 healthcare organization (multi‑line) Timeline:  12 weeks (Phase 1) Team:  1 PM, 2 Product Designers, 1 Content Designer, 1 Data Analyst, 1 UXR (me), Eng Lead Headline Outcome We improved task success and perceived ease/satisfaction for “Find Your Benefits” by  ~20–22%  and lifted engagement with the benefits area to a top‑five feature within a month of release. 

By Philip Burgess - UX Research Leader A well-crafted UX research case study is more than a portfolio piece—it’s a narrative that...

By Philip Burgess - UX Research Leader Summary Philip Burgess led the creation and implementation of a structured UX research and...

By Philip Burgess - UX Research Leader Client Global Payments – A leading worldwide provider of payment technology and software...

By Philip Burgess - UX Research Leader Overview Asurion Insurance Services, the world’s largest provider of technology protection...

By Philip Burgess - UX Research Leader Overview The client’s legacy voice portal was creating friction in customer self-service, driving...

By Philip Burgess - UX Research Leader Overview Nu Skin’s e-commerce platform was experiencing significant drop-off during critical...