CocoBlack.

CocoBlack is a high end chocolatier in Peebles near Edinburgh. All marketing, product design and service development must start with a clear, researched idea of who you're targeting. Guess work drains your budget. As part of an academic project, I developed a user research portfolio report.

• User Persona with strategic focus on Christmas gift market: User personas should have a strategic focus to enable a thorough understanding of your customer; not only their demographic info but their Attitudes, Motivations, Consumption Behaviours and Frustrations.

• Scenario & Customer Journey Mapping to identifying touch-points, emotions and frustrations arising from a customer experiences. From here you can make their experience smoother increasing client retention and sales (cha-ching!) .

• Final mark: 76%, First Class in Digital Customer Experience, Heriot-Watt University