Research & Service

Kinarm: Rethinking How a Research NeuroRobotics Company Supports its Users and Community

A strategic UX approach to solving a knowledge gap and community challenge for a neurorobotics lab.

FormatUX Case Study

Duration2021 · 3 Months

Overview

After two decades building interactive robots for motor-control, cognitive, and behavioural research, Kinarm Lab had a good problem: their customer base and support demand were both scaling, faster than their support model could handle. Leadership wanted a dedicated learning and support destination, Kinarm Academy, to help the community help itself.

Role

Lead UX Researcher · Service Design · Service Design Recommendation

Tools

Figma, Surveys, Microsoft Office, Miro

Key Result

Ticket-trend analysis projected a 43% jump in 2021 support volume driven by COVID-era lab reopenings, evidence that shaped the case for a proactive, self-serve support model.

Kinarm: Rethinking How a Research NeuroRobotics Company Supports its Users and Community — full case study

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