Conversation with Merlin [email protected] · Fri Nov 24 2023

I am a customer success manager working at an insurtech software for brokers to get mulitple cyber insurance quotes at the same time.

One of my clients have not been using the app for 2 months. I have a meeting with their team leader along with the key user this afternoon. Give me a script of questions to use to tease out why the users are not using system

When speaking with the team leader and key user, it's important to ask questions that will provide insight into why they haven't using the insurtech software. Here's a script of questions you can use during the meeting:

  1. Can you walk me through the team's current workflow and processes for obtaining cyber insurance quotes?
  2. How has the team been managing the process of obtaining multiple cyber insurance quotes in the past two months?
  3. What challenges or obstacles have you encountered in using our insurtech software for obtaining cyber insurance quotes?
  4. Are there any specific features or functionalities within the app that have caused difficulties or have not met your expectations?
  5. Have there been any internal changes or developments within your team that could have affected the usage of the insurtech software?
  6. Can you describe any external factors or industry trends that may have influenced the team's use of the app?
  7. How is the team currently addressing the need for multiple cyber insurance quotes in the absence of using our insurtech software?
  8. What can we do to improve the user experience or functionality of our app to better align with your team's needs and workflows?
  9. Are there any additional tools or integrations that would enhance the value of our insurtech software within your team's processes?

These questions aim to understand the specific challenges pain points the team is facing, as well as gather feedback to inform potential improvements to the software.

Maybe you just launched an app. Or maybe you are looking to modify your website for the better. Whatever the case, the ability for new users to intuitively navigate around your software is crucial to a successful product. This is where user experience testing comes ineven before your product is shipped to production, knowing specifically where and what can be improved can provide clarity and boost future sales. It can save you thousands of hours and dollars on problems that would otherwise be costly to solve. According to Uxeria, 88% of online customers do not return to websites that are not user-friendly, and 70% of online businesses fail because of bad usability. The two most effective UX testing methods are to ask your users questions during a moderated usability testing study, which directly interviews users, or an unmoderated usability testing study, which collects video-based feedback. PlaybookUX offers both of these services based on what you want. But within UX testing studies, how can you know which types of questions to ask your consumers that would offer the most feedback to improve product usability? Lets take a look at the seven rules for effective UX testing. 7 rules of asking usability testing questions 1. Ask qualifying questions At the end of the day, UX testing is all about qualitative testing, or studies centered around generating data through direct observations. It answers the why and the howtwo types of questions that will give you descriptive information, which you can then use to generate solutions. With more descriptive information, you can reach more detailed conclusions about how to address the problems you are trying to fix. 2. Dont ask leading questions Leading your participants in a certain direction does the opposite of what you want to accomplish. While it may be tempting to influence your users answers, you ultimately want the truth. For example, if you were to ask, Why were you having difficulty navigating to this site?, participants would be primed and biased to believe that it was a difficult task, even if it might have been incredibly easy. Additionally, the participant could have looked to be having a hard time, but they also might have been exploring different areas of the website or thinking about what to do nexttheir actions may not accurately reflect their actual thought processes. Instead, take a step back and let the participants dictate what they were really thinking. 3. Ask open-ended usability questions Open-ended questions require explanations, which give you insight into your participants thought processes as they used your product. A simple yes or no question gives little to no clarification as to why your user had a certain impression or difficulty. The more information, the better. Not only are open-ended usability questions useful for probing, but they can also make your participants feel more comfortable with sharing their thoughts as the study goes on. Once they are at ease with the study environment, the participants would then be more likely to be more open, which would generate more information. 4. Dont ask for solutions Although asking for solutions sounds like the quick fix to your products problems, the issue with that is that participants can have difficulty articulating what exactly was confusing. Instead of asking big questions, like a potential solution, your responsibility is to ask smaller questions that help participants digest their thoughts easier. By being specific, you will not only make your participants lives easier, but also yours. When it comes time to analyze your data, finding piece by piece answers to your solution better formulates your game plan rather than a vague generalization. 5. Ask System Usability Scale (SUS) questions System Usability Scale (SUS) questions are usually asked as post-interview questions. They allow for reflection and have since become an industry standard due to their simplicity and reliability. They are particularly useful

playbookux.com

Home Blog 45+ Key Questions to Ask Your Clients (for Web Development and Software Agencies) A definitive list of questions to ask your clients. To understand clients and to get meaningful client feedback.When you are offering technical service to clients, knowing why a client is unsatisfied is the first step toward the solution. For that, you need to ask the right set of questions to dig into their pain points and straighten the facts. Thus, you need to master the art of questioning. More specifically, know when and what questions to ask your clients.And this is exactly what were gonna cover in this client relationship questionnaire. [Free Questionnaire] 45+ Key Questions to Ask Your ClientsGrab your free copy and ask your clients the right questions to collect valuable feedback before, during, and after the development phases of their product/service.Get your Questionnaire Questions to ask before the development phase The phase between the client approaching your agency and you building the client requirements is crucial for you as well as your clients. As clients need to explain what they want. And you will need to help them answer the right set of questions. Remember, most customers know what they like, what they dont like, what their problems are, and what they dont need. However, they dont know what it is that you can produce for them that they may end up wanting. Many people do not realise the need for something until it actually exists. If I had asked people what they wanted, they would have said faster horses. Henry Ford Having a checklist of what needs to be asked always helps as it ensures you that you have all the necessary information before you start the hard work. Never assume you know it, Just ask for it. Brian Tracy Lets lay down some of the key objectives of a web-designing and software agency. Agency Objectives Understanding clients and end-user needs. Understanding the clients business model. Understanding challenges (discovery, competition, delivery, time constraints). Understanding how the client visualizes the finished product (any prior thoughts, likes or dislikes). Here are some of the key questions you should ask your clients before you start coding a single piece of line. Questions to ask your clients: What is the problem statement and what are all the pain points being addressed (by the solution)? How are you different from your competitors? Is there anything unique youre offering to users? If theres nothing different, how is your product or service better than others in the market? Are you an eCommerce or service-based business? Do you provide cheaper deals, better customer services or anything else that affects end-user decisions? Who is your target audience? What is their age group, gender, occupation, interests, etc.? What are the skill levels of these users, and how tech-savvy are they? What core features and functionalities do you expect? responsive design, multilingual support, cross-browser support, social media integrations, etc. What discovery channels (where your users can find your product) are you planning to use? What are the biggest challenges you see in terms of resources, distribution and ROI? What is the expected time to market and why? Would it be a deal-breaker? Who is the closest competitor in terms of popularity as well as market share? What are your immediate goals? Is it to spread awareness about the product/service? Is it getting visitors contact details for cold email marketing or for setting up a demo etc. This will help the UI/UX team to design the solutions accordingly. What is your budget? What would the approval workflow look like with your team? Who are the decision-makers? Generally, how long would it take to decide? How often would you like to receive updates on the projects progress? Is there anything extra you would like to see in the finished product? Are there any other things you would not like to see in the finished product? Are there specific platforms,

zipboard.co

Youre preparing to develop your SaaS products newest feature. Youve gone through the idea stage, gotten stakeholder buy-in, and even have a prototype. Now, its time to validate your product to ensure it meets the needs of your users. The best way to go about this? Ask your users for their feedback.Validating through customer feedback steers your team directly toward what your users need. However, the specific questions you ask will impact the information you get back. So, what are the right questions to ask?The best user feedback questions prompt your customer to reveal their pain points and show how theyll use your features. Gathering specific, detailed answers to the most important questions you have for your users gets you on the same page with what they needand reaching that understanding will help you create a more valuable product.How User Feedback Impacts Your Products SuccessGathering user feedback is a critical part of product validation, but simply asking for user opinions may not be enough to guide your team. The way you ask your questions matters, and when you ask questions designed to elicit clear, actionable responses, feedback becomes the direct line to your customertheir problems and preferred solutions. If you dont know enough about your customers needs, your new product feature wont improve their overall experience. Try to ask the right questions while following best practices:Encourage honesty: Leading questions will give you poor information. Instead of limiting answers to positive feedback, ask for honest answers, even if theyre negative.Be clear and brief: Write concise questions. Extra details may confuse users, which will impact the quality of responses you receive.Tackle one point at a time: Try to keep your focus on one talking point at a time, so your users are able to offer their feedback without getting sidetracked on another topic.Make room for diverse answers: Add an other option in multiple-choice survey questions.Include open-ended questions: Give participants a chance to explain their thoughts in their own words.This process ensures that youre creating valuable, customer-centric productsand building customer loyalty and retention. Focus your questions on the key points youre trying to validate, like whether your customers are utilizing a feature the way you intended them to. Try to keep your feedback surveys and respondents directed toward answering those crucial questions so you can collect the metrics you need to move product development forward.Questions to Learn More About Your Target Market and Their Pain PointsIf youre developing a feature that addresses a new problem for your users or youre expanding into a new market, conducting market research and determining your target audiences pain points can help guide your development. Ask questions that will give you a clear look into your users current experience. These questions can fit within a survey, where you would typically format questions as multiple choice, or you can ask them as open-ended questions during an interview or focus group. 1. What Is Your Job Role, Industry, and Company Size?Gathering demographic information lets you compare and contrast different segments when you analyze your user feedback results. For instance, someone who works in sales wont use your product in the same manner that someone in the customer success department will. Consider questions that focus on the users title, industry, and job duties.2. How Do You Currently Complete Your Task?Asking users about their current habits helps you get a picture of how they solve their problems so you can identify their pain points. Its good for checking your understanding of what your customers do right now, and it can reveal opportunities for your product to solve users problems more effectively.For example, if youre developing a new feature for your budgeting product that lets users upload receipts directly to their records, asking how they currently track expenses hel

uservoice.com

We have asked all these questions before and they were a good fit for the product. But everything changed all of a sudden

I see, it's understandable that sudden changes can significantly impact the usage of the software. In that case, here are some additional questions that could help illuminate the reasons behind the abrupt shift in usage:

  1. Can you share any specific incidents, events, or changes within the team or organization that coincided with the drop in usage of our insurtech software?
  2. Has there been any change in the team's focus or priorities that might have led to a decrease in utilizing the software?
  3. Are there any new industry regulations or compliance requirements that have emerged, influencing the team's processes for obtaining cyber insurance quotes?
  4. Have there been any changes within the team that could have impacted the usage of our insurtech software?
  5. How has the overall workload or responsibilities of the team members changed in the past two months?
  6. Are there any new tools, platforms, or systems that the team has been required to use, potentially causing a shift away from our insurtech software?
  7. Can you provide insights into any feedback or concerns expressed by the team members regarding the software within the past two months?

These questions aim to delve deeper into the specific changes and events that might have influenced the team's usage of the insurtech software. Understanding the context behind the sudden shift in usage will help in identifying potential areas for improvement or support.