User Intuition Reviews

Summary: I still use quick unmoderated tests for task metrics. User Intuition is better for understanding the reasons behind those metrics. Using both made the redesign much easier to defend.

Positive: We learned that about a third of our users don't think setup is their job. It was kind of like a throwaway comment: one person said they'd just ask ops to do that part. The moderator followed up on who "ops" meant, why they would hand it off, and what might make them do it themselves.

We had already seen people pause on step three of the invite-teammate flow. The heatmap showed exactly where, but not why. Twelve interviews on that flow gave us the missing context around expectations and confidence.

Negative: No facial-expression scoring on the video. We watch the clips ourselves. Fine for us

Summary: User Intuition helped me understand what customers went through before they left. The direct quotes we’re able to get from there usually move the conversation forward faster than another dashboard screenshot.

Positive: We thought most of our churn happened because of price and in fact we’d heard it 90% of the time. The follow-up questions from User Intuition uncovered that most of those customers never connected a datasource so didn’t see much value from our product. As evidence, I even downloaded and shared five quotes in Slack with the team to show them the findings.

We’re now actively solving cancels and downgrades by focusing on the integration steps instead of discounting.

Negative: I like it.

Summary: It gave us a real handle on why people leave, which honestly used to be all guesswork. We looked into a group of cancellations everyone assumed were about price, and it turned out they were folks who never quite got set up in their first week. Once we knew that, we fixed the right thing first, and it's been one of the more useful things we've done all year.

Positive: The part I love is I can actually hear from customers who just left, without chasing anyone down for a call. Fifteen people who'd cancelled that week, all talked to in a day or two. And the follow-ups go past "too expensive" into what really made them go. Best of all, I can click any finding straight through to the exact quote, so when I take something to the exec team I'm not guessing, I've got the receipts.

Negative: None. Great product.
Worked well to what we required