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Selected Case Studies
The projects below show how I use behavioural insights and data analytics to inform real strategic decisions. Drawing on large-scale transaction data, customer feedback, survey research, and operational datasets, I combine rigorous analytical methods with practical implementation.
Across these case studies, I apply approaches ranging from predictive modelling and customer experience analysis to behavioural diagnostics and policy design. Together, they illustrate how analytical evidence can reveal the drivers of behaviour, identify system-level inefficiencies, and support more effective organizational decisions.
Predicting Click-and-Collect Adoption from Behavioral Signals
Predicting Click-and-Collect Adoption from Behavioral Signals
Which factors most reliably predict click-and-collect (C&C) adoption in grocery retail, and how should channel strategy change when demographics are weak predictors?
Why Farmers Resist B2B E-Commerce: A Stage-Dependent Behavioral Model
Why Farmers Resist B2B E-Commerce: A Stage-Dependent Behavioral Model
Why do some farmers resist adopting B2B e-commerce platforms, and do the drivers of resistance change across decision stages?
Reliability: The Key Driver of Public Transit Customer Satisfaction
Reliability: The Key Driver of Public Transit Customer Satisfaction
Which service attributes most strongly influence customer satisfaction (CSAT), and how does satisfaction translate into riders recommending the service to others?
Turning Customer Complaints into Actionable Service Improvements
Turning Customer Complaints into Actionable Service Improvements
How can complaint data be used to identify which service issues cause the most customer frustration and require the most urgent operational attention?
Aligning Fare Enforcement with Where Evasion Actually Occurs in Public Transit
Aligning Fare Enforcement with Where Evasion Actually Occurs in Public Transit
How closely did enforcement activity align with where fare evasion actually occurred, and where should patrol deployment shift to improve coverage and impact?
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