Case Study
CLIENT*
Global Pallet Company
COMPANY SIZE
13,000 Employees
KEY STAKEHOLDERS
Senior Director of Customer Experience, Director of Customer Intelligence, pallet-handling customers of client
*Note: Due to NDAs, I cannot share client names or materials for most of my research & strategy work.
Unlocking Growth Strategies through Ground-Level Customer Insights
Problem
Global Pallet’s leadership lacked visibility into their customers' unmet needs, limiting their ability to make informed strategic decisions for better customer service and business growth.
My Impact
I conducted impromptu intercept research that uncovered critical insights, significantly enhancing our findings. I also led the organization and presentation of complex qualitative data into a clear, user-friendly research guidebook, making it accessible to all stakeholders.
Research Outcome
The research-driven roadmap highlighted key opportunities, enabling leaders to make informed strategic decisions—resulting in a 9% increase in annual sales.
Key Methodologies
Ethnographic Research: Conducted 15 hrs of on-site research, 10 hrs of intercept research, interviewed 6 stakeholders
Systems Mapping: Created updated view of a pallet’s journey to reflect the complex reality that was overlooked
Strategy: Identified research-derived opportunity areas that guide the client to overarching actionable steps