50% Improvement in NPS Score
UX & Analytics Report Overhaul
Led a comprehensive UX and analytics overhaul that improved NPS score by 50% across KYC (Know Your Customer) and payments products, significantly enhancing user experience and data-driven decision making.
The Challenge
Customer churn was increasing due to a dated user interface and limited visibility into product usage patterns. Users found the platform difficult to navigate, and the product team lacked actionable insights to guide improvements. Customer feedback indicated frustration with complex workflows and limited customization options.
Approach & Methodology
- Conducted usability testing sessions with existing customers to identify pain points and friction areas
- Led collaborative UX workshops with design team to reimagine key user journeys
- Designed and implemented product analytics reports for both internal teams and customers
- Introduced customizable views and saved preferences to support diverse workflow needs
- Created customer-facing usage metrics reports showing value delivered
- Established feedback loops with key accounts to continuously validate improvements
- Developed training materials and best practice guides to maximize platform utilization
Outcomes & Impact
+50% NPS Score
Significant improvement in Net Promoter Score
+40% Insights
Enhanced visibility into customer behavior and product usage
Improved Satisfaction
Higher customer satisfaction and positive feedback
Data-Driven Culture
Teams making decisions based on usage analytics
Technologies & Tools
Key Lessons Learned
- Investing in user research upfront prevents costly design revisions later in the process
- Giving customers visibility into their own usage patterns increases engagement and perceived value
- Small UX improvements compound to create significant impact on retention over time
- Analytics reports should serve both internal teams and customers to maximize value
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