How Zoezi Improved User Experience and Gained Valuable Insights With Userpilot
Zoezi is an all-in-one platform for the wellness industry. It allows gyms, yoga studios, spas, outdoor centers, and personal trainers to streamline day-to-day operations: admin, finance, and customer care.
Why did Zoezi decide to give Userpilot a shot? And how did Userpilot solve their problems?
We’ve talked to Isa Olsson, UX Researcher and Designer. Dive in to find out what she had to say!
TL;DR
- Challenge: Zoezi struggled with a lack of insight into customer usage of their product, relying solely on feedback from a few major customers, which wasn’t representative of the broader user base.
Additionally, their in-house help center was difficult to maintain, and users had no easy way to report issues from within the product.
- Solution: Zoezi chose Userpilot over other options like Pendo, ProductFruits, and Appcues due to its functionality, cost-effectiveness, and strong customer support.
They use Userpilot to monitor product usage, design onboarding flows, deliver release notes, and provide in-app support.
- Results: Implementing Userpilot allowed Zoezi to prioritize development efforts based on actual user behavior, leading to better resource allocation. It also improved communication with users, who appreciated the in-app release notes and updates.
- If you’re looking for a product growth platform with advanced analytics, feedback, and user engagement features, book a Userpilot demo!
Try Userpilot and Take Your User Experience to the Next Level
Challenge: Limited visibility into user behavior and an inefficient help center
The main challenge that Zoezi faced was a lack of insight into how customers were using their product. They had no product analytics tool in their tool stack, and the only way to find out was by asking.
There were 2 problems with that:
First, they could talk only to 1-2 of their biggest customers. While vocal, their insights weren’t representative of the wider customer base – the ‘silent majority.’
We had a big silent majority that didn’t really get to share their insights or we didn’t know what they were doing in the product.
– Isa Olsson, UX Researcher and Designer at Zoezi
Second, customers aren’t always able to describe objectively how they use the product. They may be able to provide qualitative insights, but there was no way to quantify their interactions with the product, which is essential for informed decision-making.
Onto the next challenge:
Zoezi used a help center solution built in-house to support their customers. The tool wasn’t too user-friendly and was hard to maintain:
The closest thing we had to Userpilot was the help center inside the system, which didn’t really work because it was all hard-coded and really horrible to maintain.
– Isa Olsson, UX Researcher and Designer at Zoezi
Finally, Zoezi users had no easy way to report issues from within the product. They had to leave the app and use email, which was inconvenient and led to poor user experience.
Solution: Leveraging Userpilot for better engagement and analytics
To tackle the challenges they faced, Zoezi looked into 4 products: Userpilot, ProductFruits, Appcues, and Pendo.
Why did they pick Userpilot?
Pendo was expensive, ProductFruits lacked analytics features, and Appcues didn’t have a nice service representative.
Userpilot offered the best functionality and for a good price too. Isa also liked Userpilot’s roadmap and found the support documentation and responsiveness of the customer success team top-notch.
Zoezi uses Userpilot mainly to:
- Monitor product usage from the analytics dashboards.
- Track page visits.
- Design onboarding flows.
- Deliver release notes via modals (and track user engagement).
- Provide in-app support via the resource center.
The engagement part in Userpilot has been the easiest for us to make a difference because then we can understand if our users understand better what they’re supposed to do. We have a few flows that we’ve tried, and we also do release notes now with the modal, which is really good, and then we can see how many click the actual release notes or not.
– Isa Olsson, UX Researcher and Designer at Zoezi
Results: Enhanced product prioritization and improved customer communication
How did the Userpilot implementation benefit Zoezi?
First, the insights from Userpilot analytics allowed the team to better prioritize their development efforts and allocate the resources to initiatives that deliver the most value to their customers.
We were in a pretty bad state before Userpilot because we didn’t even know what pages people visited. Now we can just look at the pages tab and understand that people don’t use this stuff, so let’s not focus on that.
– Isa Olsson, UX Researcher and Designer at Zoezi
Moreover, Userpilot has improved how Zoezi communicates with its customers inside the product. User feedback has shown they appreciate being kept in the loop with the release notes.
What we’ve noticed is that users appreciate the news. They like being informed. And so the release notes have been appreciated. We’ve interviewed some people to find out, like, what they find different now. And it’s not just the product. It’s also about how they get information about the product in the product.
– Isa Olsson, UX Researcher and Designer at Zoezi
Userpilot: The all-in-one solution for collecting and acting on user insights
Let’s wrap up by highlighting the key Userpilot capabilities that product and design teams, like Zoezi’s, can leverage to make data-driven decisions.
- Tracking user in-app behavior requires no coding. Until recently, it involved manually tagging events from the Chrome extension, and now you don’t have to do even that. Thanks to the auto-capture feature, Userpilot tracks all user interactions automatically.
- Tracking key metrics and analyzing data is a breeze thanks to the custom analytics dashboards, which are easy to create from predesigned templates.
- You can also gather qualitative user insights via in-app surveys. Again, no coding is required to create fully customized surveys, and the template library streamlines the process dramatically.
- Creating in-app messages is equally intuitive. Userpilot supports modals, tooltips, slideouts, driven actions, hotspots, and banners. So, that you can easily communicate with your customers and support them at all stages of the user journey.
Conclusion
Zoezi has successfully leveraged Userpilot analytics to better understand how customers use their product to guide design and development. And thanks to the resource center and in-app flows, they can better support and communicate with their users.
If you’re facing similar challenges to Zoezi and would like to see how Userpilot can help, book a demo!
Try Userpilot and Take Your User Experience to the Next Level
