Services

How I can support your process.

I work across the full product and service journey — from early exploration to implementation. Whether you're starting from scratch, joining a team mid-flight, or staying for the long run, here's how that usually looks.

I also partner with agencies and studios — embedded in your team or working alongside it, under your brand or my own. However you want to bring me in.

Schedule a 30-min call →
Susana Binder working on a laptop
What I offer

Three ways to work together.

01 / End-to-end

Experience & service design from the ground up.

Whether you're starting fresh or rethinking what exists, I map how a service works end to end — then help shape what comes next: the change, what's actually feasible, and getting people on board.

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When to choose this
  • You're launching something new and need foundational insight.
  • You're rethinking an existing product or service.
  • You need to align internally before making design decisions.
  • You want user insight before committing budget to build or marketing.
What I do
  • Stakeholder alignment — getting everyone seeing the same problem.
  • Discovery research (user interviews, surveys, shadowing).
  • Mapping how the service works today — and where it breaks.
  • Personas and journey mapping.
  • Concept testing and strategic refinement.
  • UX audits of existing services.
  • Turning all of it into clear recommendations and next steps.
Outcome
  • A shared understanding of who your users are — and what matters to them.
  • Stronger alignment between product, business, and user priorities.
  • Decisions grounded in research — not assumptions.
  • Strategic assets your team can build on.

Engagement and scope vary — let's talk about what fits.

See the project →
02 / Targeted

Focused support for key phases.

Need help mid-project? I join teams to shape research, clarify insights, or test assumptions — quickly, thoughtfully, and with minimal ramp-up.

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When to choose this
  • You're mid-project and need fast, focused user insight.
  • Your team lacks capacity or needs a specific skill set.
  • You want external perspective to validate direction and usability.
What I do
  • Research planning, screener writing, session logistics.
  • Interview guides & facilitation.
  • Moderating usability tests.
  • Synthesizing & reporting insights.
  • Flow reviews and heuristic evaluations.
  • Surveys and data interpretation.
  • Stakeholder alignment and sparring.
Outcome
  • Fast, focused answers to key product questions.
  • Deeper understanding of user expectations.
  • Insights that drive smart decisions and clear next steps.
  • Less friction during sprints, reviews, or pivots.

Engagement and scope vary — let's talk about what fits.

See the project →
03 / Ongoing

A long-term UX ally.

When you want someone who understands your product, your users, and your internal dynamics — I bring clarity, strategy, and continuity over time.

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When to choose this
  • You want continuity without hiring full-time.
  • You need ongoing strategic input and perspective.
  • You value having someone who understands your product, team, and context.
What I do
  • Monthly check-ins or ad hoc availability.
  • Strategic input on product, UX, and roadmap direction.
  • Flow and design feedback.
  • Review of research plans, hypotheses, or insights.
  • Translating business needs into user-aligned actions.
  • Mentoring, light research, or planning help.
Outcome
  • A reliable partner who understands your product's history and goals.
  • Quicker, more confident decisions — without constant onboarding.
  • User insight embedded into ongoing decisions.
  • Support that adds value — without adding headcount.

Monthly retainer, shaped to your team's rhythm.

See the project →
How I work

Four phases of one process.

I can support you throughout — or step in where it makes sense.

Discover

Explore the problem

Understanding your users.

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Questions we answer
  • Who are your users?
  • What are they trying to achieve — and why?
  • What are their challenges?
How I help
  • Stakeholder interviews
  • User interviews
  • Shadowing
  • Desk research
  • Competitor & feature audits

Define

Decide what to fix

Clarifying the problem.

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Questions we answer
  • What's the core problem we're solving?
  • Which needs are most critical to address?
  • Are there gaps in what we know?
How I help
  • Affinity mapping
  • Insight synthesis
  • Strategic problem framing
  • Personas & user journeys
  • Service blueprints

Develop

Test potential solutions

Shaping the solution.

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Questions we answer
  • What could solve the problem?
  • How will users interact with the solution?
  • Does this meet user needs effectively?
How I help
  • Concept validation & idea testing
  • Wireframe reviews
  • Co-creation or sketching workshops
  • Flow & interaction feedback

Deliver

Refine final solutions

Testing & improving the experience.

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Questions we answer
  • Does the solution work as expected?
  • Any usability or performance issues?
  • How will we measure success post-launch?
How I help
  • Usability testing (prototype or live)
  • Content & microcopy reviews
  • Final flow evaluation
  • Post-launch user feedback planning

Most projects don't follow the line cleanly. That's fine — I meet you where you are.

A stack of UX research books — Research Practice, Rethinking Users, 100 Things Every Designer Needs to Know About People

Method as a way of caring.

In practice

How a project usually unfolds.

Every project is a little different. But here's the rhythm I tend to follow.

1

Understand your motivation

Why now? What's at stake?

2

Define the goal & scope

What do you want to learn, fix, or improve?

3

Plan the research

Methods, timelines, and deliverables.

4

Execute & iterate

I handle logistics and keep you in the loop.

5

Deliver insights you can act on

Clear outcomes, not just decks.

Not sure yet?

Not sure where you fit in the process?

That's a fair place to start. A 30-minute call usually clears it up — whether you need foundational research, a focused sprint, or someone to think alongside you.

Schedule a 30-min call →