I influence customer behavior by aligning business goals with human needs
I help organizations better understand their customers, improve digital experiences, and align business goals with how people actually think, behave, and make decisions.
My Expertise
Experience Transformation
Improving how onboarding, adoption, support, and operational systems work together across the customer and employee experience.
- Align customer and business goals
- Improve onboarding, adoption, and retention
- Reduce operational and support friction
- Develop DAP-driven onboarding and adoption strategies
Research & Behavioral Insight
Using qualitative, quantitative, and behavioral analysis to uncover friction, opportunity, and decision-making patterns.
- Connect siloed data and behavioral insights
- Translate complex research into actionable strategy
- Identify friction across customer and employee journeys
AI & Operational Systems
Connecting AI-supported tools, operational workflows, and customer intelligence systems to improve visibility, efficiency, and adaptability.
- Build AI-supported experience systems
- Improve customer intelligence and support workflows
- Support cross-functional operational alignment
Optimization & Growth
Aligning experience strategy, usability, and behavioral insight to improve engagement, retention, and measurable business performance.
- Improve conversion, usability, and customer confidence
- Support retention and lifecycle engagement strategies
- Connect experience improvements to measurable business outcomes
Client Experience
Broad Industry Experience.
Connected Systems Thinking.
Over the last 25+ years, I’ve worked with organizations across healthcare, finance, insurance, SaaS, retail, government, and education from startups and agencies to large enterprise teams.
A lot of those environments were changing quickly, whether through growth, restructuring, new leadership, or digital transformation. Working across so many industries and team structures gave me a much broader understanding of how people work, how organizations operate, and where customer and employee experiences tend to break down.
That experience shaped the way I approach strategy today: looking beyond isolated problems to better understand the systems, behaviors, and decisions influencing the experience as a whole.
Case Studies
Healthcare SaaS • Research • Retention
Trust in the AI Was Lost at Login
Protecting Clinical Momentum in an AI-Powered EHR
A mixed-method research initiative uncovered how authentication friction reduced confidence in AI-assisted documentation and disrupted critical prescribing workflows →
↑ Workflow Continuity • ↑ Clinician Confidence • ↓ Authentication Friction
Higher Ed • Enrollment Strategy • Acquisition
Enrollment Friction Was Limiting Growth
Students Couldn't Find What They Needed to Believe
Organic traffic had successfully scaled, but lead generation performance had plateaued. Behavioral research uncovered gaps that traditional CRO metrics alone couldn't explain →
↑ Strategic Clarity • ↑ Customer Understanding • ↑ Growth Alignment
Pharma • Product Design • Retention
Improving Adoption Through Behavioral Design
Designing Around the Right Support System Changed Everything
Behavioral research, experience redesign, and coordinated support workflows helped users understand what mattered, what to do next, and when intervention was needed →
↑ Onboarding Completion • ↑ 7-Day Retention • ↓ Response Time
My Expertise Delivers For:
Marketing & Growth
Customer Acquisition & Conversion
Journey Mapping & Funnel Optimization
CRM & Retention Strategy
Behavioral Segmentation & Personalization
Landing Page & Onboarding Optimization
Customer Research & Insight Generation
AI-Supported Content & Experience Strategy
Product & CX
UX & Digital Experience Strategy
Onboarding & Adoption Systems
DAP Strategy & Optimization
Service Blueprinting
Customer & Employee Experience
Behavioral Design & Usability Optimization
AI-supported Product & Support Experiences
Strategy & Transformation
Cross-functional Alignment
Experience Transformation Initiatives
Operational Experience Design
Customer Intelligence Systems
Support and Onboarding Optimization
Research-driven Decision-making
AI-supported Workflow and Systems Strategy
Let’s Build Better Systems for People
© 2026 Beth Pavinich. All rights reserved.
All content, case studies, strategy frameworks, written materials, visuals, diagrams, concepts, and supporting artifacts featured on this site are the intellectual property of Beth Pavinich and may not be copied, reproduced, distributed, modified, adapted, republished, or used in whole or in part without prior written permission.
Many projects featured on this site were completed under non-disclosure agreements (NDAs). Company names, product names, proprietary information, metrics, workflows, and identifying details have been anonymized, generalized, or modified to protect client confidentiality while accurately representing the scope and nature of the work.
I influence customer behavior by aligning business goals with human needs
I help organizations better understand their customers, improve digital experiences, and align business goals with how people actually think, behave, and make decisions.
My Expertise
Experience Transformation
Improving how onboarding, adoption, support, and operational systems work together across the customer and employee experience.
- Align customer and business goals
- Improve onboarding, adoption, and retention
- Reduce operational and support friction
- Develop DAP-driven onboarding and adoption strategies
Research & Behavioral Insight
Using qualitative, quantitative, and behavioral analysis to uncover friction, opportunity, and decision-making patterns.
- Connect siloed data and behavioral insights
- Translate complex research into actionable strategy
- Identify friction across customer and employee journeys
AI & Operational Systems
Connecting AI-supported tools, operational workflows, and customer intelligence systems to improve visibility, efficiency, and adaptability.
- Build AI-supported experience systems
- Improve customer intelligence and support workflows
- Support cross-functional operational alignment
Optimization & Growth
Aligning experience strategy, usability, and behavioral insight to improve engagement, retention, and measurable business performance.
- Improve conversion, usability, and customer confidence
- Support retention and lifecycle engagement strategies
- Connect experience improvements to measurable business outcomes
Client Experience
Broad Industry Experience.
Connected Systems Thinking.
Over the last 25+ years, I’ve worked with organizations across healthcare, finance, insurance, SaaS, retail, government, and education from startups and agencies to large enterprise teams.
A lot of those environments were changing quickly, whether through growth, restructuring, new leadership, or digital transformation. Working across so many industries and team structures gave me a much broader understanding of how people work, how organizations operate, and where customer and employee experiences tend to break down.
That experience shaped the way I approach strategy today: looking beyond isolated problems to better understand the systems, behaviors, and decisions influencing the experience as a whole.
healtchare/pharma
higher ed/edtech
insurance/insurtech
finance/fintech
b2b Saas
e-comm
gov
Case Studies
Trust in the AI Was Lost at Login
Protecting Clinical Momentum in an AI-Powered EHR
A mixed-method research initiative uncovered how authentication friction reduced confidence in AI-assisted documentation and disrupted critical prescribing workflows →
↑ Workflow Continuity • ↑ Clinician Confidence • ↓ Authentication Friction
Healthcare SaaS • Research • Retention
Enrollment Friction Was Limiting Growth
Students Couldn't Find What They Needed to Believe
Organic traffic had successfully scaled, but lead generation performance had plateaued. Behavioral research uncovered gaps that traditional CRO metrics alone couldn't explain →
↑ Strategic Clarity • ↑ Customer Understanding • ↑ Growth Alignment
Higher Ed • Enrollment Strategy • Acquisition
Improving Adoption Through Behavioral Design
Designing Around the Right Support System Changed Everything
Behavioral research, experience redesign, and coordinated support workflows helped users understand what mattered, what to do next, and when intervention was needed →
↑ Onboarding Completion • ↑ 7-Day Retention • ↓ Response Time
Pharma • Product Design • Retention
My Expertise Delivers For:
Marketing & Growth
Customer Acquisition & Conversion
Journey Mapping & Funnel Optimization
CRM & Retention Strategy
Behavioral Segmentation & Personalization
Landing Page & Onboarding Optimization
Customer Research & Insight Generation
AI-Supported Content & Experience Strategy
Product & CX
UX & Digital Experience Strategy
Onboarding & Adoption Systems
DAP Strategy & Optimization
Service Blueprinting
Customer & Employee Experience
Behavioral Design & Usability Optimization
AI-supported Product & Support Experiences
Strategy & Transformation
Cross-functional Alignment
Experience Transformation Initiatives
Operational Experience Design
Customer Intelligence Systems
Support and Onboarding Optimization
Research-driven Decision-making
AI-supported Workflow and Systems Strategy
Let’s Build Better Systems for People
© 2026 Beth Pavinich. All rights reserved.
All content, case studies, strategy frameworks, written materials, visuals, diagrams, concepts, and supporting artifacts featured on this site are the intellectual property of Beth Pavinich and may not be copied, reproduced, distributed, modified, adapted, republished, or used in whole or in part without prior written permission.
Many projects featured on this site were completed under non-disclosure agreements (NDAs). Company names, product names, proprietary information, metrics, workflows, and identifying details have been anonymized, generalized, or modified to protect client confidentiality while accurately representing the scope and nature of the work.
I influence customer behavior by aligning business goals with human needs
I help organizations better understand their customers, improve digital experiences, and align business goals with how people actually think, behave, and make decisions.
My Expertise
Experience Transformation
Improving how onboarding, adoption, support, and operational systems work together across the customer and employee experience.
- Align customer and business goals
- Improve onboarding, adoption, and retention
- Reduce operational and support friction
- Develop DAP-driven onboarding and adoption strategies
Research & Behavioral Insight
Using qualitative, quantitative, and behavioral analysis to uncover friction, opportunity, and decision-making patterns.
- Connect siloed data and behavioral insights
- Translate complex research into actionable strategy
- Identify friction across customer and employee journeys
AI & Operational Systems
Connecting AI-supported tools, operational workflows, and customer intelligence systems to improve visibility, efficiency, and adaptability.
- Build AI-supported experience systems
- Improve customer intelligence and support workflows
- Support cross-functional operational alignment
Optimization & Growth
Aligning experience strategy, usability, and behavioral insight to improve engagement, retention, and measurable business performance.
- Improve conversion, usability, and customer confidence
- Support retention and lifecycle engagement strategies
- Connect experience improvements to measurable business outcomes
Client Experience
Broad Industry Experience.
Connected Systems Thinking.
Over the last 25+ years, I’ve worked with organizations across healthcare, finance, insurance, SaaS, retail, government, and education from startups and agencies to large enterprise teams.
A lot of those environments were changing quickly, whether through growth, restructuring, new leadership, or digital transformation. Working across so many industries and team structures gave me a much broader understanding of how people work, how organizations operate, and where customer and employee experiences tend to break down.
That experience shaped the way I approach strategy today: looking beyond isolated problems to better understand the systems, behaviors, and decisions influencing the experience as a whole.
healtchare/pharma
higher ed/edtech
insurance/insurtech
finance/fintech
b2b Saas
e-comm
gov
Case Studies
Healthcare SaaS • Research • Retention
Trust in the AI Was Lost at Login
Protecting Clinical Momentum in an AI-Powered EHR
A mixed-method research initiative uncovered how authentication friction reduced confidence in AI-assisted documentation and disrupted critical prescribing workflows →
↑ Workflow Continuity • ↑ Clinician Confidence •
↓ Authentication Friction
Higher Ed • Enrollment Strategy • Acquisition
Enrollment Friction Was Limiting Growth
Students Couldn't Find What They Needed to Believe
Organic traffic had successfully scaled, but lead generation performance had plateaued. Behavioral research uncovered gaps that traditional CRO metrics alone couldn't explain →
↑ Strategic Clarity • ↑ Customer Understanding •
↑ Growth Alignment
Pharma • Product Design • Retention
Improving Adoption Through Behavioral Design
Designing Around the Right Support System Changed Everything
Behavioral research, experience redesign, and coordinated support workflows helped users understand what mattered, what to do next, and when intervention was needed →
↑ Onboarding Completion • ↑ 7-Day Retention •
↓ Response Time
My Expertise Delivers For:
Marketing & Growth
Customer Acquisition & Conversion
Journey Mapping & Funnel Optimization
CRM & Retention Strategy
Behavioral Segmentation & Personalization
Landing Page & Onboarding Optimization
Customer Research & Insight Generation
AI-Supported Content & Experience Strategy
Product & CX
UX & Digital Experience Strategy
Onboarding & Adoption Systems
DAP Strategy & Optimization
Service Blueprinting
Customer & Employee Experience
Behavioral Design & Usability Optimization
AI-supported Product & Support Experiences
Strategy & Transformation
Cross-functional Alignment
Experience Transformation Initiatives
Operational Experience Design
Customer Intelligence Systems
Support and Onboarding Optimization
Research-driven Decision-making
AI-supported Workflow and Systems Strategy
Let’s Build Better Systems for People
© 2026 Beth Pavinich. All rights reserved.
All content, case studies, strategy frameworks, written materials, visuals, diagrams, concepts, and supporting artifacts featured on this site are the intellectual property of Beth Pavinich and may not be copied, reproduced, distributed, modified, adapted, republished, or used in whole or in part without prior written permission.
Many projects featured on this site were completed under non-disclosure agreements (NDAs). Company names, product names, proprietary information, metrics, workflows, and identifying details have been anonymized, generalized, or modified to protect client confidentiality while accurately representing the scope and nature of the work.