The initial reliance on business analysis and design without dedicated researchers often led to significant rework post-release, risking customer churn and transaction volume drops.
Conducting B2B research faced obstacles, including managers' reluctance to provide client contacts and identifying users of banking applications, leading to challenges in user feedback.
Management's realization of the need for research prompted a gradual build-up of trust in research data among product teams, improving decision-making speed and cost efficiency.
The trial cases demonstrating research value to product teams showcased success in user experience enhancement, though challenges remained regarding long time-to-market and resource allocation.
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