PHILIP BURGESS

By Philip Burgess | UX Research Leader Creating a UX research case study that truly stands out requires more than just presenting data. It demands a clear structure that guides readers through the problem, the process, and the results. Understanding which categories to include helps communicate your work effectively and shows the value of your research. This post breaks down the essential categories that every UX research case study should have to make a strong impact. A UX r

By Philip Burgess | UX Research Leader When a user experience (UX) project fails, it can feel like a major setback. Yet, these failures often reveal valuable lessons that can shape future success. Understanding what went wrong and why helps teams avoid repeating mistakes and build better products. This post explores key insights from a failed UX initiative, offering practical advice for designers, product managers, and developers aiming to improve their UX efforts. Workspace

By Philip Burgess - UX Research Leader Overview Asurion Insurance Services, the world’s largest provider of technology protection services, was facing a costly problem: its consumer-facing claims portal and customer service center claims application were slow, inconsistent, and frustrating to use. This friction resulted in high abandonment rates, long handle times for CSRs, and increased operational costs. By applying UX research, usability evaluation, and cognitive modeling