Janice Wiitala- Examples

Creating a repository. Aggregating research and related insights into a centralized, organized repository. Developing a taxonomy for organizing, searching, and reporting. Identifying knowledge gaps.
Articulating segmentation. Cultivating agreement on segment definitions. Developing customer personas and membership journey maps.
Sharing studies. Discussing new research projects. Sharing cross team highlights to identify shared opportunities and promote collaboration.
Cultivating a customer centered culture. Educating staff on human- centered design and voice of the customer principles and strategies.

Conducting research. Executing surveys, interviews, focus groups. Observing and documenting attendee behaviors. Assembling data.
Storytelling. Multiple sessions facilitating staff and volunteer learnings. Creating a Gallery Walk. Capturing themes.
Research sharing. Discussing research from disparate sources including customer experience surveys, exhibit hall engagement, session feedback, partner interviews, observation research, non-attendee insights, site analytics, event analytics. Capturing themes.
Organizing themes and identifying opportunities.
Developing service blueprint. Mapping customer journeys before, during, and after convention. Detailing ideal customer interactions.
Identifying gaps.
Archiving discussions, documents, and actions.

Benchmarking Software as a Service

Identifying an unmet need through assimilation of data from different sources.
Researching. Interviewing. Applying What-How-Why Method. Reviewing prototypes. Conducting conjoint analysis. Conducting card sorting research. Facilitating user groups.
Business planning.

Patient Access Training and Competency Models

Data gathering. Sharing insights from needs surveys, site analytics, and experience data.
Facilitating internal teams and external task forces to articulate ideal experiences and gaps.
Mapping customer patient access process. Identifying moments that matter.
Identifying ideas for new and revised services. Prioritizing ideas, developing prototypes, testing.
Articulating features for training and assessment resources. Developing a competency classification framework.

Data gathering. Sharing insights from needs surveys, site analytics, secondary research and experience data.
Facilitating customer planning groups to articulate stories, review research, generate ideas, and review prototypes. Identifying "moments of joy" and "visceral moments" using a walk and talk facilitation method.
Creating empathy maps.
Leading volunteer sessions to review initial findings and decisions and translate actions from national to local/chapter teams.

Redefining local engagement. Facilitating task forces to review the role of the local and regional volunteer communities.
Leading conversations. Facilitating board of directors, strategic planning, thought leadership, rocket pitch review, and team building sessions.
Coordinating website redesign research. Conducting usability, observation review, card sorting, taxonomy review, site analytics, and related research methods.
Publishing thought leadership reports and conducting research for business partner clients. Examples include persona development, brand awareness and preference research, need assessment, and product prototype review.
Developing dashboards. Creating cross system dashboards that articulate experience, engagement, tactic, and outcomes measures.
Creating team training. Developing recorded vignette training modules to educate new staff on resources such as reporting and software tips.