Health Behavior and User Experience: Medication management and public health models
This research was presented at the 2016 Human Factors and Ergonomics Society conference.
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Customer Journey Mapping using an Online Forum Community
The purpose of the research was to:
Assess customer experience associated with each service touchpoint
Ensure coverage of each aspect and activity associated with the service
Benchmark customer satisfaction
Assess resonance of messaging
Determine if the service was
Behavioral Segmentation: Data-driven persona development
The purpose of this research is to discover 1) what types of customers exist, 2) how prevalent they are within and outside of your customer base, and 3) how better to identify and serve them. The business value:
Identify competitive advantage
Pricing and Bundling
The purpose of this research was to gather market feedback to inform product feature bundles, positioning and pricing.
Key questions included:
Feature value feedback: Are the most valuable features/ bundle elements being highlighted to customers?
Bundle feedback: Are existing bundles appealing to customers?
Pricing feedback: Which features