what makes power users of the client’s software churn?
Client: Cloud-based word processing and file management software provider
Responsibilities: UX Research
Team: 1 UXR (self), 2 Project Managers (PMs), 1 presentation designer, 1 strategist
Topic: Power-user churn
Methods: Qualitative In-depth Interviews (IDIs with both continued and churned power users)
Context
The client requested assistant for identifying the unique behaviors of their platform’s power users – what keeps them using the platform, what causes them to drop it, and where they wish they had more support.
Commentary
The requesting organization hadn’t previously done in-depth research with power users. We had the opportunity to fill in large information gaps and provide detailed journey maps with highlights, lowlights, and opportunities for further impact.
We received feedback from the client team that the findings were broadly disseminated and resulted in product direction changes to support power-user behavior.
Redacted sample deck excerpts available upon request.