Piere Pavel Pandean

Synthesized 250+ data points, revealing users rate self-sourcing as low as 1.8/7 for controversial content lacking explicit links.

Conducted 6 usability testing sessions synthesized using behavioral heatmaps and empathy mapping to prove perceived credibility often outweighs proof, causing viewer drop-off.

Proposed fact-check UI overlays and contribution panels to minimize verification friction and shift users from passive watching to active critical thinking.

Boosted the Customer Effort Score (CES) by 36% (from 2.38 to 3.25) by redesigning information architecture to bridge critical service gaps.

Raised projected awareness of market offerings from 10% to an estimated 50–85% through high-visibility on-site signage and digital hubs.

Captured 247 customer interactions and 20 digital scans during live prototyping, leveraging 45+ survey responses to identify and resolve systemic communication barriers.

Synthesized 300+ data points from 176 survey responses and 12 stakeholder interviews into 5 major insights that anchored the project’s strategic direction.

Designed end-to-end user and employee experiences using service blueprints, journey maps, user flows, and personas to align frontstage and backstage workflows and improve customer flow through integrated digital and spatial touchpoints. (Details under NDA)