B2B SaaS | AI Diagnostics
Uncovering Critical Workflow & Integration Failures in an Agency Tool
A marketing automation platform integrating AI endpoints was facing user churn during agency trials.
Outcome
A release-ready workflow with critical integration issues resolved
The challenge
A massive B2B marketing automation platform integrating external AI endpoints, including ChatGPT, was facing user churn during agency trials.
Our approach
Usability testing exposed AI-response stalls and API errors that left users confused, saving the rollout before public release.
KEY RESEARCH FINDINGS & SOLUTIONS
RESEARCH & DESIGN LEAD — Grete Evert, UX/UI Researcher & Designer