I investigate how people use your software before defining changes.

I start with the decision your team needs to make.

Your team might disagree about why a workflow takes so long, which roles need access or why people keep working outside the product. I turn those concerns into research questions before choosing a method.

I review what you already know, including previous research and support questions. I then agree the scope with you: the roles to include, the tasks to investigate and the access needed to do the work.

I choose the method around the question.

Interviews help me understand responsibilities, constraints and recent examples of the work. Observation lets me follow the handoffs and workarounds that are difficult to describe in a meeting.

Usability testing lets me see how people attempt specific tasks in an existing product or prototype. I look at where they hesitate, lose context or need help, then discuss the findings with the product team.

A UX audit can identify likely interface problems without participant sessions. If the question is how people actually do their jobs, I need evidence from those people.

I studied maintenance planning on the hangar floor at United.

During my in-house role at United Airlines, I interviewed planners and supervisors about maintenance workflows. I investigated how schedules, changing priorities and handoffs affected their daily work.

The Line Leads case study explains what I learned and how the research changed the direction of the planning tools. The public summary describes the work. Detailed research material remains available on request.

Read the maintenance planning research case study ↗

I connect the findings to the next product decision.

The agreed output can include workflow maps, documented findings, usability issues and recommendations for further design work. I explain which observations support each finding and which questions remain open.

I agree participant access, recruitment responsibilities and session arrangements before starting. Any travel, recording or handling of research material needs to fit your team's requirements.

I work independently from Utrecht with teams across Europe and North America. If you need design support after the research, I can scope a B2B product design project around the findings.