Improving Customer Experience Through UX and Product Analytics
UX & Analytics Report Overhaul
Led a UX and product analytics overhaul across KYC (Know Your Customer) and payments products, improving the user experience and giving internal teams and customers clearer, data-driven insight into product usage.
The Challenge
Customers were frustrated by 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 highlighted complex workflows and limited customisation 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 customisable 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 maximise platform utilisation
Outcomes & Impact
+50% NPS Improvement
50% improvement in Net Promoter Score
+40% Insights
Enhanced visibility into customer behaviour and product usage
Positive Customer Feedback
Improved feedback on usability and workflows
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 over time to create a significantly better customer experience
- Analytics reports should serve both internal teams and customers to maximise value
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