# Client & customer experience · experience and example brief

Richie Lin · Experience and work samples

I’m interested in customer strategy and experience work that uses feedback, journey analysis, and operating data. My examples connect customer needs with messages, product priorities, and offers.

## Relevant experience

### Feedback to action

Connected customer feedback with developer roadmap discussions and benefit focused product copy.

Working principle: Customer feedback can inform both the product and the way it is explained.

Case: https://richielin.com/pages/romin

### Customer choice analysis

Used Excel sales analysis to redesign product bundles, with a reported 30% improvement in featured combo selection.

Working principle: Sales patterns can identify an offer worth revising and measuring.

Case: https://richielin.com/pages/poke-inn

### Journey planning

Defined an onboarding plan with audience segments and measurable actions.

Working principle: A journey plan needs a clear customer action and a way to review it.

Case: https://richielin.com/pages/nyuc

## Illustrative brief · proposed approach

Customers repeatedly encounter the same confusing step. How would I frame an improvement?

Inputs: Customer feedback, journey steps, available behavioral data, and the team’s service objective.

1. Group feedback by issue and compare it with where the journey data shows friction.
2. Confirm the likely cause with the team and prioritize a small improvement.
3. Define a pilot and a follow up review of customer outcomes and unintended effects.

Proposed deliverable: A friction summary and an experience improvement proposal.

Evaluation: Choose a relevant completion or issue resolution measure and review qualitative feedback.

## Related methods and exercises

- Three email onboarding plan (Illustrative sample · Proposed journey): https://richielin.com/pages/samples/onboarding-plan
- Customer purchasing mix memo (Public data analysis · Portfolio companion): https://richielin.com/pages/samples/customer-insight-memo

## Context

The work focuses on customer feedback, offer design, and journey planning.

The proposed brief is a planning exercise. Each linked method includes its data or assumptions.

Role titles: Client Experience Intern · Customer Strategy Intern · Customer Experience Intern

Contact: richielin02@gmail.com
Online: https://richielin.com/pages/roles/client-experience