A personal account of a B2B client
A Large B2B SaaS with 55K+ clients
Usability testing of "hidden" features and direct search of necessary functions.
CUSTOMER CHALLENGES:
The churn rate of paying customers is high as they don't notice or can't find the necessary and available features.
Research participants:
- 50 participants
- Big city dwellers
- End users of the SaaS, opinion leaders and decision makers.
identified Issues
- Necessary functions search issues.
- Multiple issues with screen titles and form labels.
- Unclear resulting interface for the end users.
- Information architecture is changed.
- A preview is added to allow business users to see how sections will look for the end users.
- Several new settings are included after testing them on the prototypes.
Results:
−8%
Churn Rate
