“We don’t understand why some deals fail to close. Is it our product? Or our sales process?”
User Research: Client Acquisition
Velocify wanted to understand why some potential customers chose to use their service, while others did not. We worked with the VP of product to define the goals of the research: to understand existing product gaps and points of friction in the sales process. We conducted semi-structured, qualitative interviews to understand potential clients’ business needs and how they decided on a final solution. We distilled this into a set of actionable recommendations for their VP of Product Management. We identified points of friction in the sales process to grow client acquisition. We also identified specific product limitations that could be improved to encourage client retention.