Enhancing Attest features

Attest provides software consumer research tools to companies looking to understand their users and highlight new business opportunities.

Attest was facing a significant challenge: customer churn rates were climbing at an alarming pace. Quantitative data revealed that this trend was increasing exponentially month over month.

I was brought on board as a product designer to investigate the root causes behind this trend and implement effective solutions to improve customer retention. My role required a deep dive into user behaviour, engagement patterns, and product experience to identify pain points and opportunities for enhancement. This case study outlines my process, the strategies I employed, and the impact these initiatives had on reducing churn and improving customer satisfaction

Problem framing from user research

I began by conducting user interviews with current customers to gather their pain points and needs. After analyzing these insights and comparing them against quantitative data, I was able to frame the core problem as: 'Customers saw Attest only as a tool to gather data, not to perform analysis or gain insights from it.'

To address this, I defined the challenge as

How might we help users analyse data and gain insights within the platform?

Key findings and next steps

Through my research, I discovered that customers needed to process data from surveys and return results compared to specific parameters they created. Recognising this need, I began collaborating with the data science team to understand which studies and data could be leveraged to achieve this goal.

I then wireframed possible solutions on the current platform, seeking further validation from stakeholders and users before moving forward with the final designs.

To fully explain the new user experience, I created a detailed pain point map and outlined the 4 key challenges customers faced from it. This map helped to visualise user frustrations and highlight opportunities for improvement. Using these insights, I developed a high-level user flow that clearly described my proposed solution, ensuring that my thinking for the new feature was transparent and aligned with user and business needs

Visualising User Challenges and Solutions

First MVP

I delivered the mvp with the new feature. The tool is called ‘Significance test’ and I manage to run a last set of user sessions with some of the most important clients, to validate and make sure this version allows them to fulfil their needs.

Start the significance test by choosing the first question from the survey

Choose the answers to create a comparison group

Results screen, highlighting if there was any significant result

Mission accomplished

The main objective was to decrease the amount of clients churn rate. This feature allowed clients to save time and money as they don’t have to pay for subscriptions to other platforms offering this feature. This allowed Attest to create a holistic approach towards data, and it helped it move from just a data gathering software to also be able to provide valuable insights.