Portfolio

🔬 Context

👉 Yooga is a restaurant management platform. The business model operates on both annual and monthly subscription plans.

👉 Currently, the support and data teams have identified several issues related to a significant increase in Churn: “we know there’s a 30% monthly churn. Some customers stay with us for 4 months, then claim the system isn’t for them. At what point in their journey could we have retained these customers?”

🥊 My Role

👉 My role in this project was to: understand the problem with stakeholders, discover research objectives, write the research document, define the script of key questions to speak with users. I relied on the assistance of colleagues for recruitment and interviewed a total of 12 individuals. Ultimately, I collaborated with the COO to map out the internal company process, and with a UXer to assemble the Customer Journey after the interviews. Finally, I was responsible for assembling the Blueprint and delivering a storytelling presentation.