Validating your product / hypothesis with hearing from existing customers

Validating your product / hypothesis with hearing from existing customers



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.

Hit me up if you're interested in

working together

Batuhan Karasakal
Senior Product Designer


Last update at January, 2023

Hit me up if you're interested in working together

Batuhan Karasakal
Senior Product Designer

Last update at September, 2022