LISSA RICHARDS

I use qualitative research to help my clients better understand their customers - not just what they do, but why ; uncovering insights about customer values, motivations and priorities. Some of the methods I apply to research are: contextual inquiry, observation, intercepts, competitive analysis, heuristic evaluation, usability testing, cognitive walkthrough, ethnography, stakeholder and expert interviewing, personas, empathy maps... I help my clients set their vision for a customer experience designed to deliver business results, then create a roadmap for how to achieve that vision. Tools and methods I use: touchpoint mapping & strategy, customer journey mapping, service blueprinting, facilitation, participatory design, storyboarding, roadmapping, measurement & metrics strategy.