mary k coughlin
research
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​Conducted field studies of three Partners Healthcare Boston area hospital lobbies
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Observed and documented people flows, brand presentation, signage, lighting, materials, windows, seating, color, etc.
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Photographed lobbies and used photos to elicit feedback in interviews
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Developed a lobby categorization based upon design amenities and use, e.g., transit lobby (just passing through), destination lobby (space to stay, be entertained)
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What does trust, comfort + confidence look like in a financial advisor's office?
MIT Undergraduate Research Assistant:
Hartford Funds & Raymond James Financial
2013
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Interviewed groups of financial services advisors to understand their goals for their office
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Developed an online survey for a national sample of financial advisors
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Presented survey findings before an audience of 300 advisors and executives
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Developed mood boards to reflect advisor priorities for client experiences: trust, confidence, and comfort
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Created design pallet providing financial advisors with guidance on office/workplace design most likely to engage clients
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Participated in field studies using mobile eye-tracking and Google Glass to identify how clients view and navigate a financial advisor's office
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Developed a client experience journey map identifying key interactions and use of space within a financial advisory office