User Therapy Sessions : UX research as a morale tool

Photo by Headway on Unsplash

A few years ago I was on a design team inside of a 15,000-plus employee company that focuses on cell phone insurance and retail warrantees. I spent nearly 4 years on that team getting to know almost every aspect of a very complex product ecosystem. My last year there was spent as lead designer on an internal tool that our call center agents used to process insurance claims. I had taken over the…