mitm llc // for product teams
Research and product strategy for product teams
I spent eight years doing UX research inside SaaS, telecom and financial services companies, and I build and sell my own software at MITM LLC. Start from the problem you have; the method follows.
What's the problem?
Find out what's getting in users' way
for teams that suspect usability problems and want a clear, prioritized answer
Start with a heuristic evaluation, an expert review at a fixed scope with no recruiting. When you need to watch real users, I run usability tests and tell you what to fix first.
Decide what to build next
for founders and product teams choosing between bets
Interviews to learn what people need, a survey to size it, and a written recommendation on what to build, what to cut and in what order.
At Charter, my research on the Spectrum News app moved it past one-ZIP-code onboarding and set its feature priorities and the order it rolled out to devices. Read the case study.
Make customer feedback useful
for teams drowning in feedback they never read twice, or research that lives in one person's head
A system that sorts support transcripts, surveys and in-product feedback into categories that mean something, dashboards teams use on their own, and a research practice that outlasts any one study.
At LogMeIn I co-owned a Voice of Customer program across 21 products. Program outcomes: CSAT up 15%, support call volume down 12%. Read the case study.
one person, no handoffs
When you hire me, I do the work.
The person answering your email is the person doing the work.