Task
Identify the causes of difficulties using the mobile app and understand which scenarios cause users the most trouble.
What we did
We ran a series of UX studies using in-depth interviews. Together with users, we walked through the journey from first app entry to completing key actions, studying navigation, interface convenience, interaction logic, and user expectations.
Result
We built a user-experience map, identified critical barriers, and prepared a prioritized list of recommendations for improving the interface and user scenarios.
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