A new single sign-on account, essential to future revenue streams, saw low adoption
Research Question
What was causing the low adoption?
Project Context
Global educational company had plans for new cloud products as additional revenue streams. To access these new products, customers would need to use a SSO cloud account. The cloud account had been available for some time but saw low adoption rates.
Approach
Conducted 1:1 user interviews with two key user types: buyers and users.
Analyzed usage data and conducted statistical analyses to diagnose issues and compare regional differences.
Developed detailed case studies in response to the company's request to better understand how different clients were utilizing the company's hardware and software products.
Impact
Most of their customers had mixed fleets of hardware and software, which greatly impacted user expectations. Originally, the company offered SSO only as a premium feature for the latest hardware, leaving the majority of customers behind. To reduce confusion and drive adoption, we recommended enabling SSO across all hardware and software, a change the company implemented.
Another key finding was the lack of customer support for non-U.S. customers. This was new information for many in the company. This insight led to an increased investment in a self-help app that would be available to all customers around the world.
"This was a really good interview. Whoever you're working for should be happy they have you."
- User feedback regarding their experience with Savannah