B2B client user accounts
International B2B SaaS with 300K+ clients
UX research was performed to test localisation quality and general usability.
CUSTOMER CHALLENGES:
Large number of abandoned demos.
Research participants:
- 200 participants
- From the USA, UK, Germany, China and Brazil
- End users of the service are employees or businesspeople
Issues IDENTIFIED
- Usability issues with basic tasks. Identified several obstacles in important client scenarios common to all countries.
- Found a number of usability issues due to country-specific usage patterns and expectations.
- Small localisation flaws in the USA and the UK, and serious localisation issues in China.
- Localisation problems with personal accounts were rectified.
- Some features with common issues were redesigned and corrected for all countries.
- Interactive prototypes with regional customer journey patterns were tested.
Results:
−20%
Abandoned demos
+7%
Conversion Rate
