Meghana Gautam
I study why people do what they do — and turn that into decisions that move products forward. Six years of mixed-methods research across B2B, B2C, and service design at Thence, Microsoft, Cognizant, I-PAC, and Verizon.
Customer support agents were skipping the churn nudge. That turned out to be the most important finding.
A major U.S. telecom provider built an AI-powered churn-risk nudge into their agent CRM. When adoption stayed low, evaluative research across 12 in-person agent sessions uncovered why — and shifted the team's question from "why aren't agents using it?" to "what would make it genuinely useful?"
interviewed
agreed
planned
Retail store representatives were bypassing the arrival kiosk. Customers were avoiding it. That was the real research brief.
A mandatory kiosk-first ID verification system was being quietly ignored by store staff during peak hours. Field observation, agent shadowing, and stakeholder interviews across 20 pilot stores revealed the problem wasn't the interface — it was a misalignment between operational policy, customer trust, and real-world retail behaviour.
wait time
stores
rate
The product had an adoption problem and no telemetry to explain it. I built the research to find out why.
A 6-month contract research programme investigating why enterprise partners resisted migrating to VL Central — a new B2B platform. Mixed methods combining interviews, usability testing, and behavioural analytics surfaced four structural barriers. All four entered the product roadmap within 90 days.
adoption lift
participants
actioned