During a website redesign, user testing revealed that 30% of visitors abandoned the checkout process at the payment page. I analyzed session recordings and found confusion around promo code entry—users missed the tiny, grayed-out "Apply Code" button.Action: I proposed relocating the field, adding a brighter button, and including a real-time validation message.Result: Checkout completion increased by 18% within two weeks, and support queries about promo codes dropped by 40%.

Analyzing feedback effectively requires a structured, intentional approach to move beyond surface-level reactions and uncover actionable insights

Early in my career, I was assigned to lead a critical client project where miscommunication and distrust between our internal teams and the client were causing delays. The client—a key account—was frustrated with missed deadlines, and our sales and engineering teams were working in silos, each blaming the other for setbacks. Recognizing that strong relationships were the key to turning things around, I took a proactive approach Most importantly, the client renewed their contract—citing our improved partnership as the deciding factor.This experience reinforced my belief that strong relationships are built on active listening, transparency, and a commitment to mutual success—not just transactions.