Improving End User retention at a SaaS mobility company
Vanessa K Verdugo
UX Researcher
Figma
Google Sheets
Scope
The company was experiencing high drop-offs with one user segment. I created internal solutions using research and service design practices which improved:
Internal operations and processes, including employee efficiency
Increased client retention by 10%
Increased level of service, including company rating and reviews
Methodologies:
In-depth user Interviews
Stakeholder & Employee Interviews
Service Design practice
Customer Journey mapping
Secondary Research
