Bot mitigation and protection software
* Unfortunately, since the project is confidential because of the client's contract, it isn't possible to share details about the design deliverables. If you have any questions about the process or any particular aspect of the project, let me know.
About the project
This project was for a leading American tech company specializing in application security, multi-cloud management, and fraud prevention. Their bot mitigation and protection software was seeing a 30% drop in traffic and usage over the past few years, so they needed a redesign to re-engage their clients.
To tackle this, I conducted quantitative UX research to understand why their clients weren’t fully using the web app and where they were dropping off. Using Gainsight, I analyzed the path analyzer report, drop-off points, user retention, and churn rates, providing regular reports and presentations with key insights. These findings helped shape the redesign strategy, ensuring a more engaging and user-friendly experience.
Role in the project
UX researcher (quantitative).
Biggest challenges
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Decoding complexity before migration: The existing tool is packed with technical jargon because it’s designed to prevent bot attacks on e-commerce sites. Understanding its intricate workings before migrating to a new version was a crucial first step.
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Turning data into insights: I ran multiple retention and path analyzer reports in Gainsight, digging into the data to uncover key trends and provide meaningful recommendations to the client.
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Bridging communication gaps: With limited access to the client’s communication channels, collaboration was tricky. Email and weekly meetings were our only touchpoints, so making the most of them was essential.
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Benchmarking for better UX: I conducted a competitive analysis and feature benchmarking, leveraging past research on user personas to ensure the new version was both user-friendly and strategically aligned.
Chosen solutions
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Turning data into action: I created a detailed presentation summarizing all key findings from the data analysis, providing the client with clear, research-backed suggestions.
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Establishing a reporting strategy: I developed a structured plan for running Gainsight reports at optimal intervals, making it easier to track patterns and trends over time.
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Tailoring recommendations to the client: Knowing their limited availability, I focused on delivering concise, actionable insights—cutting out unnecessary technical details to keep things efficient and impactful.
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Keeping research at the core: I regularly referenced previous research to ensure that user personas remained the guiding force behind every decision.
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Staying ahead of the competition: I continuously ran competitive analysis and feature benchmarking to understand what direct and indirect competitors were doing, ensuring our proposals aligned with current market trends.
Outcomes and lessons learned
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Client buy-in and trust: It’s rewarding to see the client actively incorporating our suggestions into their new platform. Gaining their trust and being recognized as a valuable consultant has been a major win.
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From insights to implementation: The findings and recommendations were shared with both the client and their design team. They decided to integrate these insights into their redesign strategy, leading to an improved user experience in the new bot mitigation and protection portal.
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Maximizing client time: I learned the importance of making every interaction count—coming prepared with precise questions to ensure productive conversations and avoid wasted time.
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The power of documentation: Even if clients focus mainly on results, having clear documentation readily available ensures they can reference the process and rationale behind decisions whenever needed.
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Data never lies: Tracking patterns over time is invaluable. When product changes lead to shifts in metrics, it’s a clear sign that our work is making an impact—whether positive or negative. Trusting the data helps guide the next steps with confidence.
Enhancing Decision-Making with Gainsight PX Dashboard
I leveraged the Gainsight PX Dashboard to gain real-time visibility into user behavior, helping my client make quick, data-driven decisions during their website redesign. The dashboard provided key insights into user engagement, feature adoption, and drop-off points, allowing us to identify issues early and adjust strategies on the fly.
By having instant access to critical user data, we could prioritize improvements efficiently, ensuring a more seamless user experience. This project showcased my ability to use analytics tools for agile decision-making and UX optimization.
User Drop-off Analysis Using Gainsight PX
Conducting an in-depth user behavior analysis using Gainsight PX’s Path Analyzer helped to identify key drop-off points in the user journey and provide data-driven recommendations to enhance user retention and engagement.
Approach
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I ran a Path Analyzer report in Gainsight PX to map the most common user flows.
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Identified critical drop-off points where users were leaving the site before completing key actions.
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Analyzed user behavior patterns to understand possible friction points.
Insights & Impact
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The analysis revealed specific pages and interactions where users disengaged, highlighting UX pain points.
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Presented actionable recommendations to the client, aligning insights with their website redesign strategy.
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Helped prioritize UX improvements that streamlined navigation, reduced friction, and improved conversion rates.
Driving Retention with Gainsight PX User Retention Report
I used the User Retention Report in Gainsight PX to analyze how users were engaging with my client’s platform over time. This report provided key insights into retention trends, helping us understand where users were dropping off and what features kept them engaged.
With this data, I identified opportunities to improve user retention by optimizing onboarding, enhancing key features, and addressing friction points. My insights helped the client implement targeted strategies to boost engagement and long-term user loyalty. This project highlights my ability to use analytics for data-driven retention strategies and product optimization.