#research

Posts tagged #research

1. Question

   How do you run discovery interviews when customers only want to talk about bugs?

   I'm running discovery for a new scheduling feature, and every interview turns into a support session within five minutes. Customers have a list of bugs and complaints, and they've been waiting for someone to listen. I don't want to shut them down, because the frustration is real and hearing it builds trust. But I end up with 40 minutes of bug reports and 5 minutes about the problem I'm actually trying to understand.…

   Rachel KimOct 10, 20263likes2comments

2. Experience

   Watching a customer with low vision use our checkout changed my priorities

   Last week we did usability sessions for the new checkout, and one participant, a retired teacher, uses her phone with the text size at maximum and display zoom on. I almost didn't include her because "she is not our typical user". I am very happy I did. In 20 minutes she couldn't finish the purchase. Things we saw: Our sticky "Pay now" bar at the bottom grew with the big text until it covered almost half of the…

   Mariana CostaOct 8, 20264likes3comments

3. Article

   i called every customer who cancelled. here's what they told me

   i had 9 cancellations between month 2 and month 4. for a business with 20ish customers thats alot, and the cancellation form answers were useless ("other", "too expensive", one person just wrote "no"). so i did the scary thing and phoned all 9. 7 picked up. heres what i learned and what i changed. the reasons (the real ones) 2 were seasonal. they close for 3 weeks in august and didnt want to pay for a month they…

   Chloe BarnesSep 14, 20263likes3comments

4. Article

   We removed 4 fields from checkout. What we actually tested (and what failed)

   Some months ago my team got the classic request: "checkout conversion is low, make it better". Very clear, thank you. I want to share what we did, because the result was good but not for the reasons people think, and one of our ideas failed completely. Context: we are a mid size e-commerce in Brazil, home goods, and most of the traffic is mobile (around 80%). Checkout was one long page with 14 fields. First we make…

   Mariana CostaAug 8, 20264likes4comments

5. Article

   why i picked dog groomers (a niche i knew nothing about)

   people keep asking why a web dev from manchester is building software for dog groomers. honest answer: my mum's dog. she was 20 minutes late picking him up and the groomer had already rung her four times, texted twice and was about to put him in the "naughty crate". the groomer showed me her booking system. it was a paper diary, a whatsapp group and alot of tippex. that was the spark but a spark isnt a business, so…

   Chloe BarnesJul 26, 20265likes4comments