Diana Hwang

User Research

SOLVER USER RESEARCH

 
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why did we do this?

Since we had no information on who our users were, we conducted extensive research to build out some user personas.

  • User interviews were held at Ascend 2019 (annual conference) with attendees (8.20.19 - 8.22.19)

  • We held 30 minute one-on-one interviews with our customers and partners.

  • We also provided a $25 gift card incentive to attract as many participants for this study.

our methodology

  • Gathering Data

  • Quantifying and Qualifying Data

  • Looking for statistical significance between different factors

  • Pulling Quotes from Recordings

Study Participants

When we were finding participants, we biased towards users who are using our cloud product or making the switch to cloud compared to the old 4x version.

Note: We chose 100 employees as the cut off because it shows the most significant operational difference. We are customer heavy because when gathering participants, we skewed towards wanting customers over partners, who we can more easily contact.

Note: We chose 100 employees as the cut off because it shows the most significant operational difference.


We are customer heavy because when gathering participants, we skewed towards wanting customers over partners, who we can more easily contact.

Note: There are a mix of managers/executives and individual contributors. We found what they actually do is different and dependent on team size so we will not be focusing heavily on their actual job titles.

Note: There are a mix of managers/executives and individual contributors. We found what they actually do is different and dependent on team size so we will not be focusing heavily on their actual job titles.

User Persona

We synthesized all the data we gathered into personas that represent 4 main user types 

  1. Jamie - Senior Accountant

  2. Neal - Financial Analyst

  3. Matthew - Project Management-Focused Controller

  4. Yesenia - Hybrid Controller and Financial Analyst: Delivery-Focused

Jamie

Senior Accountant

Neal

Financial Analyst

Matthew

Controller Type 1: Project-Management Focused

Yesenia

hybrid Controller and financial analyst: delivery-focused

Insights

Synthesizing all this information into customer reports that were easy to digest really gave us a better understanding of our users.

We found our product enables teams to be empowered by connecting their data and providing transparency.

  1. Everyone wants to optimize their processes

  2. Everyone wants more time to analyze their data

  3. Solutions come from the bottom up

This information was presented to our executives and managers of different departments (finance, sales, operations, and technology) which opened up a bigger conversation about our marketing, sales, and business strategies.