Omnichannel Multi-User Experience Optimization Research 

Proprietary Enterprise Research

Mixed Methods | Attitudinal and behavioral research 

• Led multi-phase research initiative examining field service operations across physical and digital environments. 

• Deployed a mixed methodology approach including ethnographic observations, in-depth interviews, and evaluative surveys to pilot groups to understand complex ecosystem interactions between employees, customers, and third-party contractors interacting via phone, email, physical, and digital channels.  

• Impact: Research insights directly informed the adoption of newly introduced associate-facing tools posing improved resource allocation and cost savings to the business through optimized employee productivity and integration across their digital toolkit.