CUSTOMER JOURNEY

Problem

EdTech organization suffered 30% churn rate because of unknown drivers.

Solution

Created an end-to-end customer journey map through research (e.g., launched a focus group, conducted customer interviews, deployed and analyzed a survey) to better identify high friction touch points, gaps, and pain points.

Based on the research, we launched several features: multiple interactive games focused on teamwork and collaboration, free trial access, an improved onboarding process, and additional instructional videos.

Result

Churn rates dropped by 20% and user engagement increased by 25%. The new free trial saw a 30% rise in customers.

Internally, workflows were optimized, reducing engineer idle time by 40% and boosting task completion rates by 50%. This optimization allowed us to speed up feature launches by 30%, delivering impactful changes swiftly.

Overall, we increased NPS scores by 20 points and received a CSAT score of 95%