Other kinds of research

• Macy’s and Bloomingdale’s: analyzed Customer Service call logs, synthesized main problems driving calls, interviewed Customer Service reps, recommended steps to reduce calls
• Prosper: analyzed dropoff in borrower application process, identified problems contributing to dropoff at each step, proposed specific changes to reduce dropoff
• Bank of America: in-depth analysis of web server logs, search engine logs, surveys, raw user feedback reports, ethnographic research observing blind people using the site
• Visa: interviews with over a dozen customer support reps and credit card manufacturers around the world
• Nuance: competitive audit, review of best practices for self-identification, analyzed site analytics, wrote consumer survey and stakeholder interview questions
• Advent Software: overhauled user personas
• Krames: about a dozen interviews with physicians and other health-care providers, plus studying 100-500 pages of journal articles for each of the 14 medical/health booklets I wrote for them
• One Brief Miracle: my second book, based on hundreds of hours of interviews and thousands of pages of declassified government documents
• Stanford Magazine, Stanford Lawyer Magazine, Dramatics, Women’s Sports: interviews and misc. research for dozens of magazine articles
• Law offices of Anderlini Finkelstein Emerick and of Steven Valdes: analyzed tall stacks of legal briefs to design courtroom exhibits that distill essence of attorneys’ cases