Modernizing a fragmented research ecosystem
- Research
- Product Management
- Facilitation & Planning
Portfolio A major open-source software foundation
Rebuilding self-service support
CX research & strategy lead
Mixed-method research into why users of a major open-source support ecosystem couldn't resolve their own problems — and kept leaving for Google and Reddit instead.
- Research
- Product Management
- Facilitation & Planning
Private
The full case study is password protected
This write-up covers the context, the research approach, the deliverables, the measured impact, and what I'd do differently — the detail a hiring manager or prospective partner would want. Because it includes client strategy shared under NDA, it's behind a password.