[I’m working on this case study right now, so in the meantime, here are a few of the key highlights.]
Why are customers leaving in the first 5 days?
Ideation workshop
The hustle day
The two main areas of focus for the hustle day.
Some photos from the hustle day.
UX mapping
Seeing the bigger picture
The existing customer journey mapped to the leaving data.
As I had just started the trial myself, as a user, I documented my experience, including all the emails I received along the way.
A matrix of notification types.
Solutions
Onboarding guides
Some initial concepts for onboarding slides.
After initial discussions with customers we decided on a more in-depth tutorial, rather than just simple slides.
Customer check-ins
The first version of our customer check-in module.
An improved version of the check-in module, based on customer feedback and data from our initial A/B tests.
