Benchmarking for US Reporting
Division
US Reporting for Small Businesses
Role
Lead Designer
Tools
SUS, CSAT, Excel, Qualtrics
Duration
2 months (June-Aug 2022)
Overview
I ran a benchmarking study to measure the impact of changes to Xero’s Report Center to US customer’s perceived usability and customer satisfaction between 2020-2022.
Key Questions:
What is the US customer’s perceived usability of the current state of Reporting?
What is the US customer’s satisfaction with the current state of Reporting?
Has there been an improvement in US customer’s perceived usability and satisfaction with the Reporting experience since the 2020 state?
Output
Scoping, planning, executing and analysing a comparative SUS and CSAT measurement study under a tight timeframe. Quant data was processed using Qualtrics and Excel.
Crafting and executing the survey design of a combined SUS and CSAT on Qualtrics. Suggesting the addition and analysis of the comments section led to some insights on the why behind the final numbers.
Working with ReOps to design a recruitment strategy - being sensitive to a recent announcement for a price increase for NZ, AU and UK customers.
Communicating and socialising insights back to stakeholders through a presentation and report
Stakeholder management: facilitate kick off meetings, coordinate between past project teams and current project team, craft and facilitate presentation sessions for key stakeholders.
Impact
🎯 Kept the Reporting Team accountable to OKRs - specifically targeting the increase of the SUS score and CSAT based on the changes made to the Report Center;
🗺️ Informed prioritised changes to the US Reporting experience roadmap going forward.
Project Reflections
What started off as a ‘simple’ replication of a benchmark study conducted in 2020, became an opportunity to assess the Xero Reporting workflow as a whole. While quantitative measurements such as SUS and CSAT is a good way to keep product teams accountable to the value of changes over time, they won't give the 'why' behind the final scores.
The study showed marginal changes to the SUS and CSAT score compared to 2020 measurements but the comments left by participants were helpful for the team to prioritise their roadmap going forward.