UX research
Prime customer experience
Prime teams gained a comparable view of customer experience across 22 countries, grounded in local membership value. I adapted the measurement framework and expanded quarterly surveys with conjoint analysis and contextual inquiry. The work improved the evidence used in business reviews, exposed local adoption barriers, including payment-method gaps, and helped teams prioritize product improvements. The program also secured an EU marketing pilot and later expanded to Prime sellers, extending its reach beyond my original remit.
My role
Research framework and measurement lead.
Research focus
Local membership value and barriers to adoption across 22 countries.
Methods
- Quarterly surveys
- Conjoint analysis
- Contextual inquiry
Full case study
The slide presentation is password-protected.