Root Cause Analysis: Getting to the Bottom of the Low Adoption
The Net Solutions User Experience (UX) team decided that, in order to understand the low adoption rate, they had to speak directly with end-users. During the discovery phase, the UX team traveled with the company’s project staff to the rural areas they served, interviewing both the entrepreneurs as well as the company’s sales coordinators. They conducted ethnographic research and identified key challenges that end-users faced in the field.
Based on Net Solutions’ recommendations, the company moved forward with a complete redesign of the app—including a total re-engineering of the backend from the ground up.