Case Study

CLIENT

Global Pallet Company

Company Size: 13,000 Employees

Note: Due to NDAs, I cannot share client names or materials for most of my research & strategy work.

Unlocking Growth Strategies through Ground-Level Customer Insights

Problem

Global Pallet’s leadership lacked visibility into their customers' unmet needs, limiting their ability to make informed strategic decisions for better customer service and business growth.

My Impact

I conducted impromptu intercept research that uncovered critical insights, significantly enhancing our findings. I also led the organization and presentation of complex qualitative data into a clear, user-friendly research guidebook, making it accessible to all stakeholders.

Research Outcome

The research-driven roadmap highlighted key opportunities, enabling leaders to make informed strategic decisions—resulting in a 9% increase in annual sales.

Key Methodologies

  • Ethnographic Research: Conducted 15 hrs of on-site research, 10 hrs of intercept research, interviewed 6 stakeholders

  • Systems Mapping: Created updated view of a pallet’s journey to reflect the complex reality that was overlooked

  • Strategy: Identified research-derived opportunity areas that guide the client to overarching actionable steps