Case Studies
An industrial-grade enterprise software as a service (SaaS) provider faced a critical challenge: their technology was outdated, and end users expressed dissatisfaction with antiquated functionalities. Additionally, concerns about decreased competitiveness threatened SaaS revenue. The dual objectives were clear: modernize the software technology and elevate the end user experience.
Approach
ChaiOne embarked on a comprehensive journey to address these pressing issues. Here’s how we tackled the transformation:
- Voice of the Customer Study: We conducted an in-depth analysis to understand how current SaaS users perceived the product and what influenced their buying decisions. This study revealed several shortcomings, some of which include:
- Integration Gaps: The existing SaaS lacked seamless integration capabilities with other systems.
- Visual Limitations: Users struggled with limited visualization features.
- Mobile Challenges: Clunky mobile experiences hinder productivity.
- Baseline Assessment: We benchmarked the current user experience against other software solutions. Our client’s SaaS ranked in the bottom 10th percentile. This stark reality fueled our determination to drive change.
- Uncovering Hidden Decision-Makers: Our research unearthed an unexpected influencer in SaaS buying decisions. A previously unknown decision-maker, with unique needs and priorities, held significant sway.
Outcomes
Our insights paved the way for strategic improvements:
- Roadmap Creation: Collaboratively, we crafted a roadmap for future enhancements. Key functionalities were prioritized, ensuring alignment with user and buyer requirements.
- Informed Technology Stack: Armed with user insights, we made informed decisions about the technical stack and architecture. Our choices were tailored to meet real-world needs.
- Redesigned Engagement Layer: We conceptualized a fresh engagement-layer experience. Rigorous testing ensured that our redesign far surpassed the existing baseline.
- Impressive Results: The modernized tool now ranks in the 79th percentile. Anticipated high adoption rates upon implementation and rollout promise a competitive edge.
"The redesign did not meet my expectations – it did much better than what I was expecting. This type of visual data, if implemented, would be highly beneficial. All of these are great improvements. " — Customer feedback on redesign
Conclusion
By considering end user needs, understanding hidden influencers, and strategically redesigning the SaaS experience, we empowered our client to thrive in a dynamic digital landscape. The journey from the bottom 10th percentile to the 79th percentile exemplifies the power of user-centric transformation.
Services provided:
Behavioral Science Research, Technology Assessment, UX Design
