Improving End User retention at a SaaS mobility company
Vanessa K Verdugo
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Posted Jul 27, 2023
Used a service delivery and research practice to improve the e-2-e customer experience resulting in a 10% increase in retention.
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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