Unsolicited UX helps teams make better product, service, and operational decisions by turning complex evidence into clear direction.
Our services
We help teams understand complex problems, align around what matters, and turn evidence into clearer product, service, and operational decisions.
Clarify where to invest.
Define what should change.
Turn customer, employee, and market evidence into a stronger strategic direction. Clarify the value proposition, identify priority opportunities, and reduce uncertainty before significant product or service investment.
Improve how people, technology,
and workflows work together.
Map complex service and operational systems to uncover friction, unnecessary coordination, automation opportunities, and critical human touchpoints, then define a more effective and scalable future state.
Build the evidence needed
to make better decisions.
Design focused research programs that answer high-stakes questions, test assumptions, surface unmet needs, and give teams a defensible basis for choosing what to build, change, automate, or prioritize.
When to bring us in
Bring in Unsolicited UX when an important decision needs stronger evidence, a wider view of the system, or alignment across the people responsible for moving it forward.
You are deciding what to build, change, or fund. Key assumptions need to be tested while the team can still change course.
The team has research, data, and competing points of view, but no shared conclusion about the problem, priority, or path forward.
Friction has accumulated across products, services, or workflows. Growth depends on understanding the complete system and deciding what to standardize, redesign, automate, or keep human.
Automation may improve efficiency, but its appropriate role is unclear. Evidence is needed to determine where technology should lead, where people remain essential, and how they should work together.
How we work
We bring structure to ambiguity without forcing every challenge into the same method. Our work combines research, systems thinking, journey mapping, collaborative workshops, concept validation, and strategic synthesis to help teams move from uncertainty to a clear path forward.
Define the business question, risk, or choice that needs to be resolved before deciding what research or process is required.
Look across people, workflows, technology, incentives, handoffs, and constraints to understand how the experience actually works.
Apply the methods that best fit the question, whether that means qualitative research, journey mapping, systems analysis, concept validation, or a combination of approaches.
Use workshops and shared synthesis to surface assumptions, connect perspectives, and build alignment as the evidence develops.
Validate concepts, strategic assumptions, and interaction models early enough to change direction when the evidence calls for it.
Translate findings into priorities, opportunity areas, design principles, future-state models, and concrete decisions teams can act on.
The goal is not a research report. It is greater clarity about what to build, change, automate, prioritize, or investigate next.
Selected work
From the systems behind a service to the experiences people use every day.
Internal systems · Service experience
Transforming the workflows, communication, and automation behind a high-touch client service while preserving the experience clients valued.
Connected products · Consumer experience
Clarifying what existing users valued, validating the product direction, and identifying opportunities to deepen engagement across the broader product ecosystem.
About
Unsolicited UX is an independent research and product strategy practice founded by Jay Kietzman. We help organizations resolve complex questions across products, services, operations, and emerging human-AI systems.
The name reflects a willingness to surface what teams may not yet be asking: hidden assumptions, wider system effects, and overlooked opportunities that can change the decision.
This principal-led model keeps strategic judgment close to the evidence and gives clients one accountable partner from framing the decision through defining a practical path forward.