I worked with We Are Experience, a design research consultancy, on their Citi account to understand customers' attitudes and behaviors associated with base benefits such as trip insurance and shopping protection. We wanted to better understand the emotional context of these benefits and how they affect purchase behavior. 


We designed and facilitated a series of co-creation workshops aimed at surfacing unarticulated needs, perceptions, and scenarios of use. We ran a total of 8 workshops in NYC and Chicago. 


Findings were synthesized in a formal report presented to Citi project leads.