# Hopscotch Labs (Full Context Archive)
> This document contains the complete structural and contextual data for Hopscotch Labs for direct LLM ingestion.

## 1. Home Page
URL: https://hopscotchlabs.com/

Move forward with conviction.
Build the ideas that matter.
At Hopscotch Labs, we learn what matters to your customers and market to help you create the best possible products and experiences. Our efficient process for product discovery combines deep research and exercises that refuel your team, provides clarity, and drives customer satisfaction.

RAPID CX
We are your customer engagement partner. We uncover hidden opportunities through direct customer conversations, providing the tools and product strategies to help you think differently and take concrete action.

Our Services
1. Labs + Workshops: We use collaborative sessions and rapid experience design to drive creativity, foster ownership, and accelerate teams toward holistic solutions in as little as three hours.

2. UX Benchmarking & Impact Tracking: UX Scorecards & Benchmarking: We document the user experience through standardized metrics to track progress over time, allowing you to quantify your team’s impact on the company’s bottom line.

FEATURED CASE STUDY
INDUSTRY: Logistics

Airspace Technologies
Through rapid research and prototyping workshops, we helped Airspace Technologies eliminate customer friction in their logistics platform. This engagement resulted in a redesigned dashboard that secured 40% more business from their largest client.

TRUSTED PARTNER
Our Clients: We partner with you, whether a local startup or a global phenomena. Our work has helped organizations like Sony, Airspace Technology, and the City of San Diego connect more meaningfully with their customers.

INDUSTRIES SERVED
Finance
Logistics
Fleet
Insurance
HR management
Medtech
Govtech
Gaming
Startups

Ready to See How We’ll Jump Start Design Innovation?  
A consultation is your first step to getting clear solutions for your design problems.

Who we are
Founded in San Diego, California in 2014 to help clients develop innovations that connect with their audiences, Hopscotch Labs deploys a team of problem solvers: consultants and strategic partners to dig deep and design solutions. Our projects are fast and seamless following lean processes. We can get you answers in 3 hours or really dig in and get you a product roadmap in a crystal clear blue ocean within 6 weeks. At Hopscotch, we work across industries enabling us to bring innovative ideas from CPG to patient care, civic tech to fintech. We have deep experience building enterprise software for logistics companies and working with civic entities to bring smart, resident-based tech to life.



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## 2. Business Innovation Services
URL: https://hopscotchlabs.com/business-innovation-services/

Learn the rocket science to make your product sticky
Innovation starts with Human-Centered Design. We elicit your product’s truths from the people who know it better than you. We’ll show you your product’s rocket fuel to turn truths into actionable future potential.

Business innovation services that support your team’s work
Our services include:
Generative, foundational research
Contextual, product discovery
Workshops, labs and co-creation with your customers
UX scorecards and baseline studies
Usability testing
Validation research
Surveys

Move forward with conviction and focus.
Product discovery research gets you the answers you need and your team empathy from the details.We talk with the people who matter to gain insight into your product and market. We analyze your business to know your capabilities. We go where your product goes to find the use cases to focus user experience on the interactions that matter, where they matter. We frame our findings in your context to support your product roadmap. 

Develop products with clarity.
Labs and workshop sprints bring clarity to a problem, foster ownership where it matters, and drive teams to solutions faster. These fast-paced collaborations make a difference, speeding development timelines, fostering goodwill, creating buy-in.

We bring together cross-disciplinary teams, including customers and experts to develop creative holistic solutions. Stakeholders are in the room to solve the problem that day. We discover, prototype and prioritize in as little as three hours.

We focus on the needs of real people.
Experiences to Drive Innovation: We take you to new contexts to identify adjacent innovations that will cross over to create a greener pasture.

Community Engagement: We engage your community and end users in conversations about your products.

Executives + Product Teams: From product managers to designers, we work with you to define your product from your customers’ perspective. We can also help you learn new skills and reframe your thinking.

Startups + Small Businesses: We help you tighten your ship and move quickly on the right product features with the right audience.

How does this work? This is a collaborative process. These projects are best when you are involved and can explore what we’re discovering as the work develops. We dive into the behaviors and drivers across all business impacts. Your key deliverables will always include: User priorities, including their associated goals and challenges; Critical user experience features and functions; and A shared understanding across the team.

What are Hopscotch Lab’s expertises?
People: their motivations, actions and beliefs. At Hopscotch Labs, we’re experts in understanding human behaviors, what motivates people and how their beliefs impact their actions.

Defining the right research engagement, for right now. Yes, we can survey your audience, conduct conjoint analyses and interview experts, kids and grandparents to uncover your next opportunity. At Hopscotch Labs we expertly navigate your intent with product needs to get at the right method that maps to your timeline, audience and internal capabilities.

Finance, logistics, fleet, insurance, people/HR management, AI and robotics, civic and public tech
Hopscotch Labs develops user-centered products, services, and experiences across industries. Our founder, Kristine Angell, has extensive experience creating new apps, modernizing legacy software, and focusing on user cognitive load for Amazon’s Last Mile delivery tech.

Whether you need a service blueprint, product roadmap, or customer survey we’ve got your project handled.

Adventures + Exceptional Experiences
Get your team out of their context and into your customers’ environment. Better yet, have your team explore an entirely new experience to find inspiration for the one you’re building.

Hopscotch Labs builds custom UX and business experiences in global environments. We partner with Mutiny Retreats to take you outside your comfort zone, expose you to new ideas, and shift the boundary between wonder and potential. Learn more here: https://mutinylabs.work

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## 3. Co-Creation Workshops Case Studies
URL: https://hopscotchlabs.com/co-creation-labs/
Workshops, Labs & Rapid Experience Design
Learn from your customer, move faster, inspire your team!

Hopscotch Labs enables rapid product development through workshop-based research. Explore how we apply these workshops to deliver measurable results:

Co-Design with your customer
Rapid experience design
Creating the right artifacts can set the stage for necessary conversations, create clarity from nuance, and get everyone on the same page.

Case Study 1: Remote co-design with the Customer. To develop a vision of the future payment dashboard, we paired remote research with design exercises and quantitative measures.
client: Amazon (Founder experience)
industry: Logistics / Fintech (enterprise technology)
project: Payments Dashboard and Future Vision
services: Research Ops, UX Research
The challenge: Move past the ‘list’ to meet DSP needs to fully understand their current and potential earnings.
Project goals: Improve DSP’s (partner) financial outlook and decision making to decrease turnover. Simplify invoicing and reconciliation to give DSPs back time. Work with UX and Product to develop a vision for a new payments homepage and dashboard.
Overview: We started the project with deep knowledge on the customer and how they manage their finances. As a team, we decided that a design-based vision would provide the team the big ideas they could refine against business directives, and give leadership an immediate idea of our direction. We also had a designer who was eager to run sessions and needed a method that would support their design process. We set up 60-minute customer interviews, built the Figma research file and partnered with the designer to execute the sessions.

User quote: “The payment portal is amazing! And I love that invoices have type and name now! Makes bookkeeping sooooo much easier! Thank you for hearing what we needed and getting it done quickly! Win win!” —DSP owner

Outcomes: Amazon launched the payments portal, completely overhauling the legacy DSP payments experience and making it easier for DSPs to find, review, and download their invoices. It included a host of new features: centralization and search-ability of all invoices; a new, top-level “Pending action” section with to-the-minute countdown timers so that DSPs can prioritize invoices to review first and take action based on the time remaining. It was designed as a mobile-first experience, so that DSPs can review invoices and prioritize next steps on the go. 71% reduction in median dwell time per session, from 7.4 minutes to 2.1 minutes in the new UX—saving DSPs 5.3 minutes per session. 90% reduction in invoice targeting and download, from 30-40 seconds to 3-4 seconds. 94% reduction to complete basic invoice search and collect tasks, from 2-3 minutes to <10 seconds. With access to the customer limited, rapid experience design creates successful projects, and early customer buy-in.

Case Study 2: Rapid experience design: Five 1 day sessions with clients to: observe their activities, interview users and design the tools to effectively order and track package delivery.
client: Airspace Technologies
industry: Logistics
project: Customer Portal Redesign
services: UX Research (discovery through usability testing), Workshop facilitation
The challenge: With customers accustomed to low switching costs and facing new entrants, Airspace needed to improve customer satisfaction in their primary logistics ordering platform.
Project goals: Find ways to improve the user experience. Help retain market leadership, and
Eliminate customer friction with the primary experiences (ordering and delivery).

Overview: Hopscotch Labs developed 4-hour rapid research and prototyping sessions to maximize customer time, create buy-in with the customer, and provide design outputs that would accelerate design development. Sessions paired observation, interviews and UI sketching, worksheets created consistency across research, and concluding design workshops gave us immediate user feedback, eliminating additional rounds of discovery research.

Research insights that drove design development: The last 500 feet of the delivery created a lot of churn for everyone involved. Driver availability is directly affected by app usability and instructions from operations. Transparency from end to end provides customers control and confidence in a chaotic process. Customer need for process transparency and driver accuracy changed Airspace’s approach to product development. Driver app features were moved up in the timeline. Transparency features were added to the UI. These insights became the hallmark of customer facing tools.

Outcomes: Airspace launched the new client dashboard 6 months later and received 40% more business from FedEx. Stakeholder interviews resulted in a living journey map that Airspace now uses for all customers to identify their critical moments of the package journey. The right engagement builds customer excitement, gives your team the space they need to create, and moves you forward fast.

Case study 3: Civic co-design workshop: Deep dive research and co-creation sessions to redefine reporting processes.
client: City of San Diego
industry: Government/ Civic tech
project: Get it Done: Internal and external reporting
services: Management consulting, Co-creation workshops, UX research, Research Ops
The challenge: Residents over report issues in the app because they don’t see action taken. Lacking the right information to act on and duplicate reports, City employees close the ticket.
Project goals: Identify opportunities to improve effectiveness of resident reporting and regain their trust. Improve the utility of the information coming into the City. Help City employees track and report their mitigation efforts effectively.

Overview: Residents lacked incident status on the items they posted, causing them to repost. City employees lacked system statuses and the ability to combine duplicate incident reports, making it difficult to close duplicate tickets that may have work assigned. After the interviews, we structured the research to focus on reporting and communication needs for both user types. Utilizing workshops to maximize input in a short timeframe, participants worked together to identify issues, frame opportunities, and define the experience that would result in the best outcomes for their user type.

Outcomes: Hopscotch Labs provided user requirements, UX design examples, and use cases to the City for status updates, two-way communication, more context, instant reporting. The majority of findings were incorporated into the Get it Done app.

Call to Action: Let us help you move forward with conviction.
At Hopscotch Labs we use workshops to drive creativity, decision making, and collaboration. Using them, we’ve helped cities redefine their website content by focusing them on the user’s experience. We’ve helped Amazon Delivery get behind a dedicated app for their delivery partners; build annual product roadmaps; change the conversation for business coaches; build 3-year visions for communications, logistics, and HR management; and we’ve used workshops to help UX get ahead of product and engineering cycles.

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## 4. UX and Product Benchmark Case Studies
URL: https://hopscotchlabs.com/benchmark-usability-scorecard/

Know where you stand by benchmarking your customer experience

Take control of your customer experience

Hopscotch Labs leverages specialized research systems to align business strategy with customer needs, driving meaningful product evolution. Explore how we apply these benchmarking frameworks to deliver measurable results:

UX Benchmarks: Standardized datasets used to quantify user experience and track long-term performance gains.
Business Metrics: Deep-dive product analyses that map development progress against core organizational KPIs.
Heuristic Analyses: Expert-led audits that measure interface quality against established industry usability principles.
Jobs to be Done: Frameworks for identifying the fundamental motivations and durable outcomes that drive customer loyalty.

Case Study 1: UX Benchmark: Documenting the user’s experience, whether good or bad, to track progress across time.
client: withheld
industry: Medtech
project: App UX scorecard and benchmarking
services: Management consulting, UX research, Research Ops, Benchmark development

The challenge: The UX team had developed significant changes for a legacy app. Prior to launch they wanted the current state documented to show UX impact on product and the company’s bottom line. Long-term, they hope to use this data to show department value during budgeting.
Project goals: Build a product scorecard that enables recurring/annual testing regardless of design or product changes. Build a research test of the product with a representational sample of the current user segment(s). Execute and report on findings. Repeat.

Actions: To set our client up for success, we developed a framework for testing, broke the experience into prime activities (login, learn, do), and built a rubric for scoring. We worked closely with our clients to identify the audience segments appropriate for testing and worked with a recruiting agency to find participants. This allowed testing to run smoothly, allowing us to capture the metrics necessary to create their product-based UX scorecard.

Outcomes: The resulting UX scorecard created a benchmark for our medtech client. The UX scorecard generated excitement throughout the organization, and resulted in multiple other teams developing similar benchmarks for their products.


With shrinking budgets, UX teams must demonstrate their impact on the bottom line. Our UX Scorecard allows you to track progress and quantify your customers’ experience.

Case Study: Business metrics: cognitive load. Product launches and business activities influence the customer. Tracking product and service changes through cognitive load helped reframe product value to the business.
client: Amazon (Founder experience)
industry: Logistics / enterprise software
project: Cognitive load tracking surveys
services: Research Ops, Quantitative research, Data science

The challenge: As Amazon’s maturing delivery business launched over 30 new software products, vehicles, and services annually, Delivery Service Partners (DSPs) struggled to manage the overwhelming volume of change. The increased time and service costs required to implement these new requirements resulted in higher cognitive load and partner burnout contributing to increasing DSP acquisition costs.

Project goal: Create a mechanism that would provide business leadership with greater visibility into partner and program risk. Define, build and test a survey that was repeatable, accurately reflected business activities and captured customer experience. Help business understand team-based impact on the customer and change over time.
Actions: Working from knowledge of the customer journey, product pillars and business activities Hopscotch Labs founder, Kris Angell, built and tested a set of surveys designed around the concept of cognitive load. She structured the surveys to evaluate business activities through their impact on DSP businesses and the effort it took to meet Amazon’s requirements for those activities. She built the surveys to be modular, allowing for Amazon Delivery expansion while enabling respondents to focus on the elements that mattered to their business. She structured the survey mechanism into two surveys, one that was taken annually to assess a slower rate of change; and the second that was taken quarterly to capture the impact of product launches on the customer.

Outcomes: The metrics allowed Amazon leadership to track team and business impact on the customers’ businesses quarterly and across multiple development cycles; and an associated worksheet helped product teams document and track their impact on customer cognitive load throughout their product lifecycles. Teams now have a greater sense of their effectiveness in reducing DSP costs and improving the program’s bottom line. It also enabled business to do a deeper analysis on overall efficiencies and resulted in new product development paradigms (for example an open software development platform).

When multiple teams are building products for the same customer, standardizing metrics help the business stay on top of its priorities.

Case Study 3: Heuristic analysis to fill engineer downtime: To develop a vision of the future payment dashboard, we paired remote research with design exercises and quantitative measures.
client: Amazon (Founder experience)
industry: Logistics / Compliance
project: Heuristic Analysis
services: Research Ops, UX Research

The challenge: Product lifecycles across the Logistics Portal meant new features and pages would launch on tight timelines, anything that was deprioritized would be placed on a growing backlog. Similarly, legacy products in holding patterns resulted in a degraded user experience over time. Compliance, a legacy product that got reprioritized, had years of UX and tech debt to overcome. With a cross-product vision in the works, the existing product needed an upgrade. The team needed a starting place to make progress that fit the development gap between vision approval and design readiness.

Project goals: Develop a list of software issues for engineer downtime. Make progress on UX and tech debt.
Actions: Working with UX, Hopscotch Labs founder, Kris Angell, identified the heuristic analyses as the fastest way to develop a punch list for engineers and improve customer experience with minimal impact on all team’s capacity. To conduct the heuristic analyses, we chose a persona (customer segment), specific use cases, and worked with engineering and product to have a live version of the product to work from. During a one hour working session, product, design and engineering identified 54 usability issues they were able to affect immediately.

Outcomes: This simple exercise created an actionable backlog for engineers, while also helping them better understand the product they worked on daily. This new understanding resulted in more collaboration with UX and product on interactions within the product, and coding to improve overall experience and operations.

A heuristic analysis develops a vetted list of user issues that fill engineer downtime.

Case Study 4: Durable customer outcomes: Documenting the customers’ jobs to be done helped streamline roadmap decision making, enable UX scorecards, and align business metrics to customer goals.
client: Amazon (Founder experience)
industry: Logistics (enterprise technology)
project: DSP Logistics Portal Durable Customer Outcomes
services: Research Ops, UX Research
The challenge: The DSP Logistics Portal had started simply, but with time grew from 5 product managers to 15 all managing stakeholder requirements, business directives and customer needs. That growth and complexity meant products were shipping that didn’t solve for customer needs. Amazon needed a way to track product development against customer requirements.

Project goal: Develop a mechanism that helped product understand their pillar in association with all other pillars. Develop a cross-platform experience map that focused on the customers’ jobs to be done.
Actions: Hopscotch Labs founder, Kris Angell, framed the product journey across 5 pillars and 2 cross-pillar experiences. The resulting model was then analyzed for the jobs customers needed to accomplish.

Outcomes: The final framework, durable customer outcomes, focused UX, Product and Business on the customer’s goals. It became the backbone of UX metrics, business metrics and helped product identify gaps.

When you know why your customer uses your product, building the right feature set comes easy.

Ready to See How We’ll Jump Start Design Innovation?  
A consultation is your first step to getting clear solutions for your design problems. During it, we will discuss which of our structured services fits the expedience and opportunities you need.

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## 5. Contact Us and About Us
URL: https://hopscotchlabs.com/get-product-innovation-help-now/


Ready to Discuss Design Innovation?
The first step is a call. We will discuss your needs to see if Hopscotch Labs is a good fit. Then, we will send a proposal. That’s it: just a few steps to see how we’ll transform your project.

About Hopscotch Labs, Inc.
Founded in San Diego, California in 2014 to help clients develop innovations that connect with their audiences. At Hopscotch, we work across industries to enable innovative ideas from one industry, such as CPG, to cross-pollinate another, such as Fintech. At our heart we are service designers, design researchers and strategists. We use these skills in executing work on services, apps, enterprise software and websites helping customers succeed by looking around corners and thinking through the full customer experience.

An innovation consultancy, we find your why.
We uncover hidden opportunities through conversations with your customers. It’s a simple and powerful idea that shapes consequential solutions for companies. Our work helps you expand your reach; connect more meaningfully with your customers; and build significant improvements on core business and product offerings. The Hopscotch team reframes the problem with new perspective, providing you the tools and product strategies to think differently and take concerted action. We’ll help you innovate.

Why name the business Hopscotch Labs?
Hopscotch, the game, reflects how we approach our problem space: each client is different, and their problem and skill set unique. Hopscotch has a basic structure and set of tools. How many times you hop and twirl, and how far you go is dependent on that structure—and how well you aim your rock. We see innovation projects through that lens. We design our project structure and set the goals specifically for you.

Our competitors include:
Blink UX, Nielsen Norman Group, DeltaCX, AnswerLab, Loop UX, Objective Experience, Newton X, GuideA
Project focus: UX Research, Customer discovery, Usability evaluation, Website audit, Service Design, Service Blueprint, Workshops, Benchmarks, Usability tests, Surveys, Customer validation, AI UX audit, market insights, Data analytics, Customer experience, Innovation, Product innovation, Quantitative Research, Qualitative Research, Diary studies, Field studies, focus groups, omni-channel research, persona development, stakeholder interviews, cognitive load studies, UX strategy, Ethnographic research, Strategy and envisioning workshops, user interviews, vision prototypes, cx benchmarks, research operations, co-creation with users, ux audit, User journey, expert review, rapid experience design, business benchmarks, heuristic analysis, jobs to be done, durable customer outcomes, rapid product development, UX Scorecards, Impact Tracking, ROI analysis, Product Roadmap development and support.
Our value compared to competitors: affordability - we operate leanly to keep costs down; partner - we work closely with you before, during and after to ensure the outcomes you need. 
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