User accounts of B2B clients
Large B2B SaaS with 55K+ clients
Usability testing was performed on "hidden" features and direct searches for necessary functions.
CUSTOMER CHALLENGES:
The churn rate of paying customers is high as they don't notice or can't find necessary and available features.
Research participants:
- 50 participants
- Live in large cities
- End users of the SaaS, opinion leaders, and decision makers.
Issues IDENTIFIED
- Necessary functions search issues.
- Multiple issues with screen titles and form labels.
- Results interface unclear to end users.
- Site Information Architecture was improved.
- A preview function was added to allow businesses to see how sections will look to end users.
- After prototype testing, several new settings were included.
Results:
−8%
Churn Rate
