The Mission:

Erin Boswell, creator of Poshy Hair Essentials, needed help streamlining the customer experience of her service. She came to our team wanting to find answers to a few questions: “How can I better target customers who will actually use my service? What can I do to improve the whole process of using Poshy? And how can I make my marketing more effective?” In order to tackle these questions, we identified five key areas of the customer journey through Poshy’s service to research and improve:

1. Discovery/Social Media Strategy

2. Website Experience

3. Pricing Strategy

4. Understanding the Poshy Consumer

5. Customer Feedback

The Process:

In order to find actionable insights for these five areas, my team investigated each point through multiple angles of research:

• Secondary research through literature review

• In-depth conversational interviews

• Developing and analzing the results of our own large-scale survey.