Pledgr · Case study
The pledge-to-completion journey
I mapped Pledgr’s full pledge lifecycle and created service blueprints connecting product interactions with notifications and support. The work helped the team address gaps between individual features.
The starting point
The product had features for parts of the pledge process but needed a coherent path from setup to completion. Decisions, progress, and support were not consistently connected across the journey.
My responsibility
I led in-depth interviews and task analysis, mapped the lifecycle, and translated the findings into journey and service-blueprint recommendations.
Tools & methods
Figma · UserZoom · Interviews · Surveys · Usability testing
Mapping the pledge lifecycle
I used interviews and task analysis to understand the decisions users faced from pledge setup through completion. I mapped the task sequence and points where motivation could drop or feedback was missing.
Connecting the product and the surrounding service
The service blueprints aligned product interactions with notifications and support. They informed milestone-based progress, feedback at important moments, and onboarding around achievable pledges.
Using beta feedback to refine the journey
I used beta usability findings to examine how the features worked together and identify gaps across the lifecycle. The journey view gave the team a way to address the experience beyond an individual screen.
Outcome
Fewer beta usability issues across the journey
Usability issues decreased 20% during beta. Journey maps and service blueprints supported a more coherent experience across pledge setup, progress, notifications, and support.
Let’s connect
What could work better?
I’m interested in AI innovation and solutions roles where research becomes useful systems.