Today, I am going to explain how you can make research with your existing customers to validate your product and see the potential points to investigate on. I will be sharing my experiences from the recent survey I've had on Paysend Crypto.
First thing first, I've decided on the aim of the research. Why did I need to make this? I wanted to learn the what is the reason why our new users are did not make any transactions yet. So, this determined the audience of the survey as well.
Then I checked the metrics of our pilot launch in Poland. I learned in which languages our application is used the most in Poland. They were: EN, POL, and UKR. So, this determined which languages I need to prepare for the survey.
I've continued thinking about the questions that I need to ask. Going from the whole to the unit, I first started by identifying the categories. - Know the User Better - User's Experience on Product - 1:1 Interview Participation Approvement
At glance, the order of sections looks might good but I wanted to reduce the potential drop-off with boring questions so moved persona-related questions to the 2nd section. (I don't have a strong opinion about this but just felt it would be better.) And couldn't validate this hah
Then I prepared questions & answer options for each category. I've attached some of them as images. You can see below,
When I am done with questions for English, I worked with our Retention team to get help with translations for UKR and POL.
Questions are done, then? Its not enough. I wanted to learn as much feedback as possible from the users. I've added a 1:1 meeting participation question to the end of the survey. And regarding the approval that I got from my design director. I was able to give $25 worth of Amazon Gift to each participator which I thought will increase the acceptance of the meeting request. (It did btw.)
The survey is done. What else? I needed to decide on which communication channels we should send this survey to our users. I've decided on sending surveys via SMS, Push Notification, and In-App Box.
And finally, we launched our usability survey for the crypto product. What happens next? I will be working on summarising the result of the surveys. I even started thinking about the next quarters, and sprints of our product. Regarding the features that were requested, feedback given via interviews is going to outline our scope and I believe it is how the product design process should be. There will be another thread about how these results and surveys take a role in our product design process.