Overview
Role: UX & User Research Lead
Objective: Led the design and optimization of IAMBIC’s client experience, making footwear size-inclusive by overcoming traditional sizing limitations.
Timeline: May 2020–November 2024
Tools: Figma, Google Suite, Zoom, Calendly, Airtable, pen and paper, Klaviyo, Mailchimp, Adobe Photoshop and Premiere Pro, Shopify, Wordpress
Methodologies: Lean Startup, Agile, Design Sprint
Impact
25%
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500%
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Overview
IAMBIC, recognized as a TIME Best Invention of 2023, creates custom-fit footwear by blending AI technology with artisan craftsmanship. As Head of Client Experience, I directed and optimized the customer journey, focusing on:
B2B Fit Prediction Tool (2020-21): Conducted interviews, surveys, and a competitive analysis of foot-related apps and footwear brands across multiple categories to uncover unmet consumer needs. Research conducted through the National Science Foundation’s Beat the Odds Boot Camp revealed the full extent of sizing challenges that traditional footwear brands could not address. This deep understanding of consumer pain points drove IAMBIC’s strategic pivot from a B2B fit prediction tool to a direct-to-consumer custom-footwear brand.
Research App (2021-22): Transformed the Fit Prediction Tool into a mobile web app for collecting and validating foot scan data, refining IAMBIC’s AI algorithms, and gathering essential user insights. Observational methodologies—including user feedback, usability testing, and behavioral analysis during app usage—revealed which aspects of the scanning process came naturally and which would benefit from more direct guidance. These insights proactively informed improvements for a more intuitive and user-friendly consumer-facing experience.
Client Portal (2022-24): Designed the world’s first mobile web app that enabled customers to remotely scan their feet for custom-fitted, one-of-a-kind sneakers—solving a previously unaddressed problem in the footwear industry. The Client Portal overcame the challenge of teaching users a completely new behavior without any existing frame of reference, while guaranteeing accuracy in a process where precision was critical. The app successfully disrupted traditional footwear sizing and set a new standard for personalized fit.
View the Client Portal: client.iambic.co (Mobile device required.)
Customer Journey Touchpoints (2023-24): Directed all aspects of customer communication, from outreach to post-purchase follow-ups, leveraging research to refine communications and build trust.