This is a high-level research portfolio, and you can find a more in-depth version here or browse my website for additional examples of my research.
I’m a mixed-methods researcher on the Customer Experience team in a Product department, working on all aspects of customer, user, and market research using quantitative and qualitative methods.
At Gogo, I’ve focused on developing and implementing a comprehensive mixed-methods UX Research program for our products and applications to increase user-focused thinking, scale our products and services, and drive UX maturity in the organization.
As part of a small and agile team, I’m also involved in our broader customer research and consumer insights program, where I work on executing market research, analyzing customer feedback data, and supporting Voice of Customer (VoC) initiatives. We apply our insights to improve our customers’ experience across all their interactions with Gogo and our products and services.
Sam Freis 