In the monitor phase, you have already launched your platform or product. Now, it’s time to optimize what has already been built. Uncover your blind spots and understand why they behave as they do.
Monitor supplements your analytics with qualitative customer insights. Analytics tell you what. Monitor tells you why and how.
Benefits of monitoring with customers
Santander experienced that a large amount of customers were dropping out during their online loan application process.
UserTribe set up a series of user studies. The first was an internal review with key stakeholders. The second was a study of a sample of non-Santander customers to get a fresh perspective on the flow.
Santander has gained a new way of working more closely with customers and is now able to quickly gain insights along the way as they continue to optimize their loan application flow.