Further exploration

Client & customer experience

Customer needs · Journey analysis · Improvement

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.

Email Richie Explore the methods ↓

Project connections

Specific contributions and the methods behind them.

Feedback to action

Romin
Sep 2024 to Jan 2026

My contribution

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

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Practical lesson

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

Customer choice analysis

Poké Inn
Jun 2024 to Aug 2024

My contribution

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

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Practical lesson

Sales patterns can identify an offer worth revising and measuring.

Journey planning

New Yorkers United for Child Care
Jun 2026 to Aug 2026

My contribution

Defined an onboarding plan with audience segments and measurable actions.

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Practical lesson

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

Illustrative brief · Proposed approach

A proposed exercise.

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

Start withCustomer feedback, journey steps, available behavioral data, and the team’s service objective.

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

What I would deliver: A friction summary and an experience improvement proposal.
How I would evaluate it: Choose a relevant completion or issue resolution measure and review qualitative feedback.

Field notes & related role titles

Client Experience Intern · Customer Strategy Intern · Customer Experience Intern

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

The example brief above describes a proposed approach. Case studies distinguish completed work, reported results, and recommendations.

Related methods & exercises

Download the field brief ↓

Each exercise includes a question, its assumptions, and working files.

Marketing operations

Illustrative sample · Proposed journey

Three email onboarding plan

A plan for three introductory emails explains who should receive each message, what action it encourages, and when messages should stop.

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Market research & insights

Public data analysis · Portfolio companion

Customer purchasing mix memo

Compare what retail customers bought with purchases by hotels, restaurants, and cafés using historical public records.

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