Work — Fieldwork

The challenge

A fintech agency needed to redesign onboarding — with no validated user insight and a 3-week delivery deadline.

Their client had built onboarding assumptions into a roadmap already signed off. The agency needed to either validate those assumptions or surface the real friction — fast — before engineering started building the wrong thing.

4 critical friction points

identified that contradicted the existing roadmap assumptions

Method

→6 remote interviews, AI-screened recruitment

→Real-time transcript tagging and synthesis

→Opportunity map with priority ranking

What shipped

Insight report with 4 validated opportunity areas

Revised onboarding flow recommendation

Handed to engineering day 8 — white-label

"We had a roadmap ready to build. Fieldwork showed us three of the five assumptions were wrong before a single line of code was written."

— Product Lead, Agency client

The challenge

68% checkout drop-off. No journey map. No time for a traditional research phase.

A digital agency managing a fashion retail account had the data — something was failing between product page and confirmation. What they didn't have was the why, or a mapped view of where the journey broke across touchpoints.

3 critical moments

prototyped and handed off, directly addressing identified drop-off points

Method

→8 interviews + 3-day diary study

→AI journey synthesis across 11 touchpoints

→Interactive journey map + 3 micro-prototypes

What shipped

Living journey map, 11 touchpoints annotated

3 interactive prototypes, engineer-ready

Full handoff in 14 days — white-label

"We presented the journey map to the client and they immediately saw what we'd been missing. The prototypes meant engineering could start on Monday."

— Creative Director, Agency client

Selected
work.

A fintech agency needed to redesign onboarding — with no validated user insight and a 3-week delivery deadline.

68% checkout drop-off. No journey map. No time for a traditional research phase.

Run your first sprint
in ten days.

A fintech agency needed to redesign onboarding — with no validated user insight and a 3-week delivery deadline.

68% checkout drop-off. No journey map. No time for a traditional research phase.

Run your first sprintin ten days.

Run your first sprint
in ten days.