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Symfonia

We conducted an extensive research project involving in-depth interviews with users, NPS surveys, and SUS studies.

Benchmark analysis

ux audit

Prototyping interactions

Cooperation with developers

Lead Time:

Year of implementation:

2023

The main goal of the research cycle was to generate recommendations for optimizing the onboarding process in the system

To gain a broad research perspective, we used several complementary research methods: in-depth interviews, NPS survey, SUS survey

The main goal of the research cycle was to generate recommendations for optimizing the onboarding process in the system

To gain a broad research perspective, we used several complementary research methods: in-depth interviews, NPS survey, SUS survey

The research dimension has been expanded to include competition analysis and the creation of people

Purpose of the project

The client's goal was to establish a model onboarding process for the Symfonia eBiuro product. Key parameters included creating a positive customer experience with the product, easy and fast product learning through self-service, and encouraging customer adoption of the product.

01.

1. PREDESIGN analysis‍

At this stage, we systematize business requirements, analyze the market environment, and define the needs and expectations of end users

02.

2. Strategic concept

Based on the gathered information and data from the analytical stage during workshops with the client, we develop a strategic concept for the proposed solution

03.

3. Information Architecture and wireframing

Before proceeding to the final project design, we develop the structure of the solution and define the key relationships between the elements of the proposed solution

04.

4. Graphic Design

Based on the guidelines and semi-finished products developed in earlier stages, we create the final graphic design of the solution

05.

‍5. Testing and optimization

The generated projects undergo testing with users, and after implementation, we carry out optimization based on available quantitative and qualitative data sources

Scope of work

Quantitative research

As part of the project, we conducted an NPS survey (current customers), a SUS survey (current cloud users), an in-depth survey focusing on personas and application usability (current cloud users), a survey for test clients, and set up quantitative analytics to monitor data.

Qualitative research

We conducted IDI research focusing on personas, diagnosing customer needs, problems, and expectations, as well as the needs of migrating customers and test clients. Additionally, we conducted usability testing of purchase paths on LP and evaluated the current application's usability for support and onboarding purposes.

Analysis of results and recommendations

The outcome of our work included developing personas based on research findings, creating User Journey Map, providing recommendations for Happy Paths, increasing conversion rates of purchase paths and account purchases, suggesting improvements for onboarding projects, proposing changes and redesigns to the application interface, and developing strategies to enhance customer satisfaction and product development.

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