Task
Understand the digital platform's user needs, assess the customer experience, and identify barriers affecting service usage.
What we did
We ran a series of quantitative studies and in-depth interviews with platform users, analyzing the user journey, interface convenience, demand for functionality, service satisfaction, reasons for abandoning certain platform features, and user expectations for further product development.
Result
The research helped identify the product's key growth points, uncover the main user-experience barriers, and prepare recommendations for developing functionality, the interface, and customer communications.
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