Portfolio

LB Herbert

I am a scrappy, adaptable creative problem solver and dynamic leader with 20+ years of experience architecting and operationalizing customer-centric research and design programs across diverse industries—from startups to global brands—delivering innovative products, driving team performance, and championing the voice of users and employees.

This portfolio showcases a diverse selection of my research work, highlighting various methodologies, industries, and client collaborations. It reflects my “scrappiness” and passion for transforming data and insights into compelling stories that engage and resonate with the audience. Explore a list of past survey topics or dive into specific projects that have not only delivered tangible value to clients, but were also a rewarding experience throughout my career.

Select Projects

Enhancing the Cinema Experience Through Competitive UX & Service Design Insights
Defining a Mobile Hiring App Strategy
Shaping the Next Generation of eCommerce for a Global Electrical Supplier
Re-Architecting a Foundational Syndicated Research Program
Understanding Holiday Shopping Behaviors to Improve the Cross-Channel Experience
Human Factors Leadership on the Kodak EasyShare Program
Developing a Framework for Measuring Product Affinity
Bridging the Gap Between Customer Expectations and Digital Reality
Data-Driven Product Naming for AI Products

Select Publications

COVID-19 and Chronic Conditions: The Critical Patient Perspective (Webinar, 2020)

Telemedicine Use and Health-Related Concerns of Patients With Chronic Conditions During COVID-19: Survey of Members of Online Health Communities (2021)

Impact On Interpersonal Relationships Among Patients With Multiple Sclerosis and Their Partners (2019)

Social Media for Health: What Socially-Active Patients Really Want (2016)

Five Simple Ways to Improve Clinical Trial Recruitment (2015)

Holiday Struggles & Strategies for Those With Chronic Conditions (2015)

For a full listing, see Publications and Patents

Survey Experience

Throughout the years and across diverse industries. I’ve designed, executed, and analyzed surveys to generate valuable insights and drive impactful outcomes. Some of my favorites include:

Post Employee Conference and Recognition Event: Measure overall satisfaction with key elements of the event, along with identifying opportunities to enhance future event planning, efficiency, educational elements, and attendee experience.
Retail Customer Experience: Gain comprehensive insights into B2B and B2C customers’ in-store, online, and omni-channel interactions to inform improvements in marketing and communication strategies, product availability, store environment, and staff training.
Healthcare Provider Satisfaction: Assess patients’ perceptions and satisfaction with their HCPs’ interpersonal skills and quality of care to guide the development of targeted content and patient support resources.
Online Retailer Intercept Survey: Conduct an ongoing online intercept survey with e-commerce shoppers to gather insights on their expectations and satisfaction with specific site departments, identify visitor demographics, and evaluate their overall site experience. This data informed site enhancements and usability improvements.
Kabob Survey: Evaluate customer satisfaction with recent menu item changes and identify if further adjustments are needed to enhance or increase future purchase.
Media Habits of Online Health Community Visitors: Identify the most effective channels for reaching chronic health patients, including their online search behaviors and engagement with digital advertising, to optimize outreach strategies.
Treatment Plan Retention and Adherence: Explore obstacles patients face in retaining and adhering to treatment plans, as well as the role HCPs play (and should play).
Weight Loss Tactics and Treatment: Explore weight loss motivators, obstacles encountered during the journey, strategies adopted, and the awareness, trial, and usage (ATU) of newly introduced weight loss medications on market for the creation of targeted content and advertising.
Product Naming: Evaluate multiple product names for appeal, uniqueness, relevance, brand impact, and preference to develop naming guidelines for future product lines.
Dorm Shopping Survey: Analyze dorm room planning, shopping behaviors, and competitor preferences, along with key factors influencing product selection and purchase decisions, to inform online shopping UX design and the creation of effective promotional assets.
Marketing Concept Testing for Homeopathic Treatment: Assess two advertising concepts to determine their effectiveness for online and in-store execution, focusing on messaging clarity, customer appeal, and alignment with brand values to identify the optimal path forward for campaign development.
Online Baseball Bat Shopping: Gain insights into the demographics and shopping behaviors of visitors to an online baseball bat shopping experience, to inform design options and enhance future product offerings.
Holiday Gift Giving Analysis: Explore visitors’ intent, expectations, and success rates while shopping online for holiday gifts, to identify opportunities for site improvement and optimization of promotions during the holiday season.

Photo Attributions

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