Project for: One of my previous company

Goal: To find out the usability level of one of the tools I have worked with before and to determine the general pain points of the users. In addition, users who gave low SUS scores were contacted and their problems were resolved by customer service. Accordingly, some customers who considered terminating their contracts were gained back.

Tools: Intercom & Typeform

Download the anonymous SUS test report from here

Note: Please feel free to contact me if you have questions.

The SUS test notification was displayed to the users inside the tool thanks to Intercom and users were directed to the Typeform site to fill out the SUS test.

In addition to the negative and positive answer balances, the natural answer rates were also calculated.
The risk that the percentage of natural answers will turn negative in the future is also important for the outcome.

All positive and negative answers are listed for more deeper analysis.

All recommendations and possible actions in the report were also shared with the management in detail.
Although the SUS test does not provide a detailed explanation in terms of usability, it can provide some information on problems in terms of which issues can be improved in the tool.

In addition, the users who were using the tool were listed separately according to the SUS score. According to these scores, users who were not satisfied with the tool’s usability were contacted by customer support and asked how we could provide them better support.

As a result, some users gained back help with the SUS test and CS team’s efforts.