Case Study
Insurance Company Customer Trust and Claims Experience
METHODOLOGY
Quantitative & Qualitative, Multi-phase UX Study
TYPE OF STUDY
Ad-hoc
SAMPLE SIZE
735 participants across all phases
LOCATION
Global (Users across SMB, Mid-Market, Enterprise)
INDUSTRY
B2B SaaS
SEGMENT
Project Management & Collaboration Tools
SUB-SEGMENT
Dashboard UX, Feature Adoption, User Behavior
TARGET AUDIENCE
Existing platform users (power users, mid-frequency users, enterprise teams)
The Challenge
A mid-sized project management SaaS platform saw engagement drop immediately after launching a redesigned dashboard. Despite promising beta feedback, real-world usage told a different story—churn spiked, support tickets surged, and new features were largely ignored.
The product team needed clarity fast: Was it time to roll back, or could the new interface be fixed?
Our Approach
We conducted a multi-phase UX validation program combining behavioral data, user testing, and longitudinal tracking.
Phase 1: 450 current users recruited across SMB, Mid-Market, and Enterprise
Phase 2: Moderated usability testing with 85 power users
Phase 3: A 6-week longitudinal usage study with 200 participants
Our research included:
- Screen-recorded workflow analysis
- A/B testing across four navigation structures
- Sentiment analysis of in-app feedback
- Competitive benchmarking against six leading platforms
Key Insights
Users needed significantly more effort to complete everyday tasks—3.2× more clicks than before. Nearly 78% failed to notice new collaborative features, largely due to weak visual hierarchy.
Enterprise users demanded deeper customization, while SMB users felt overwhelmed by the complexity.
The redesign wasn’t a failure—it simply required a learning curve. Users who stuck with it for 2–3 weeks showed 35% higher engagement than before.
Impact
The company shifted to a progressive-disclosure interface, reducing click-to-completion by 60%.
Feature usage increased dramatically—adoption of the new collaboration tools jumped from 15% to 47% in just eight weeks.
Churn dropped by 31%, and optimized retention contributed to $2.3M in additional ARR in one year.
Conclusion
The research proved that the interface didn’t need a rollback—just better onboarding, clearer navigation, and segment-specific customization.
Client Testimonial
"Quest Sampling didn't just identify what was wrong—they showed us exactly how our different user segments interacted with our platform. The longitudinal study revealed that our interface wasn’t fundamentally flawed, just poorly introduced. Their insights saved us from scrapping months of development work."