Insights & Analysis

✨Essential questions to decode your user's journey and improve engagement

Unpacking how users find and engage with your product is a goldmine of insights. From the first spark of interest to recommending it to others, each step reveals what makes them tick. Here’s a quick guide to help you make your product even better.

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Unpacking how a user discovers a product and then actually engages with it is a powerhouse of insights for any company that wants to build better products for the right user persona. The journey from buyer to user marries context with workflow needs. Together they hold the key to product and marketing insights because they reveal the whole gamut of influences, competitive considerations, internal biases, brand perceptions and usage habits that shape how a user actually interacts with something.

Here are some key milestones and related questions that can help.

Key touchpoints of a buyer’s journey: 

  1. JTBD

The job-to-be-done is the key objective behind a buyer’s journey. What is the buyer “hiring” a product or service for? Some questions to ask your user:

  • What are you trying to accomplish using this product/service?
  • What do you need to get done?
  • What excites you most about this product/service? Why?
  1. Trigger

Trigger is all about knowing how and when your user learned about your product. Some questions to ask your user:

  • What were some circumstances/events that led you to explore our product?
  • Do you remember a particular event that made you realize you needed or wanted a solution like ours? 
  • Was the desire to seek out a market solution driven by emotional or functional needs? 
  1. Exploration

Before a user decides on using a product, there is always some consideration involved. You can think of this phase as one focused on research and doing one’s homework. Some questions to ask your user:

  • What competitive brands did you consider before deciding for or against our product?
  • Who did you talk to to gather more “intel?”
  • What other factors influenced your decision to use the product (reviews, price, features)?
  1. Decision

At this juncture your user has decided to go for your product and they are taking action to enact that decision. Some questions to ask your user:

  • Did you users opt for a free trial/demo to get started?
  • Were there any hesitancies during the decision making process? Can you give me more details?

From here on out, we get into the user journey part. This journey is anchored in milestones around actually using a product/service. 

(P.S.- Here's a handy little User Journey Mapping Blueprint that we personally use at Poocho to give you a jump start 🤸‍♂️)

Key milestones of a user’s journey:

  1. Onboarding

At this stage we are curious about what the first impressions of a new product or service are like. Some questions to ask your user:

  • What was the first thing you did when you first got access to our product? 
  • What did you think about that first experience? 
  • What was the learning curve like? 
  1. Usage

This stage tracks the different scenarios when your product is used by a user. Some questions to ask your user:

  • What do you usually use this product for? 
  • When was the last time you used/logged into the product? What did you do?
  • What features do you find most useful? Why?
  1. Support

This stage tracks the experiences of your users when they engage with your support services. This could include FAQs, documentation, chatbots, emails and customer support. Some questions to ask your user:

  • Have you encountered any issues with our product? Please describe them in detail. 
  • What resources did you lean on for support? 
  • How was their experience with our support services?
  1. Offboarding/renewal

In this milestone we are interested in what happens after a user has engaged with your product or service. Do they stick around? Do they renew or leave your product? Some questions to ask your user:

  • For how long have you been using our product/service? 
  • What led you to leave our product? 
  • What was your offboarding/renewal experience like?
  1. Referral

Understanding user experiences around referral may indicate the type of social network users have and also the emotional connection loyalists have to your brand. Some questions to ask your users:

  • Did you refer our product to anyone in your immediate or extended network? Please elaborate on the people who shared information with.
  • What motivated you to spread the word about our product? 
  • How did you refer them to it? (online link, word-of-mouth, etc.)?

🔥Have a burning research question? Talk to us.

Cover Image by Anna Shvets

SPOTLIGHT
Insights from the most recent consumer transcript added to our database
Last question, which apps on your smartphone do you think you can’t live without?
In my life there are different priorities currently...usually my social media is very active , but since I am thinking about my career right now, I’ve turned off my notifications... I like Facebook, Instagram, and a bit of Whatsapp...for shopping I use Myntra, Flipkart, Amazon, Meesho...in games, there is a game called Beach war, and Pubg of course...I joined Facebook in 2012, but 2013 is when I started coming on more actively. Facebook has news feed...what is happening around us...those things, pages that tell you what all is happening...I look at those.
Can you take me through your schooling and college experience a little in-depth?
If I talk about my study schedule as to how I was, I was in another school till class 3 in a Hindi medium school (Adarsh Shiksha Niketan school), I was not at all into studying - wouldn’t study at all. Then, in 2006 my father enrolled me in an English medium school....there were exams in every term... I came first in all three terms. Everyone supported me a lot... my father, my teachers...because to change from a Hindi medium school to an English was a very hard thing to do. I really struggled...I did a lot of labour work, as i became a success...my confidence level rose as well. In 11th and 12th, there wasn’t an option for English medium school, so I had to enrol in a Hindi medium school, and took English coaching on the side, studied and gave my exam I got 66 percent  .  Then there was an option for B.Sc (Bachelors in Science), but I knew I wouldn’t understand much of it... so its better if I do BCA (Bachelors in Computer Applications). I did 3 years of college for BCA...I did a lot of coding which I really liked, so I came back and I did but there were some parts of coding which I didn’t want to do...so in the 2 years I realised that it wasn’t for me. After completing 2 years of it, I wanted to get into teaching which is why I did Diploma in education Elementary education. I decided that I don’t want to teach in a private school, I want to teach in a government college for unprivileged kids. Either I am able to do this or turn to having my own start-up.
What else do you get up to online?
I love watching web-series and movies, so when any new movie or web-series comes, I first read about the what the movie is based on then I watch the movie. For example , there is a movie or a web-series , I search the name on google and it shows the cast, the story...so I read the whole thing. Then I get to know and understand what the motto is to make the movie. If I like what I read only then I go and watch it. Also no matter how good the start is or the story , If I don’t vibe with it in the beginning...then I don’t vibe with the movie as a whole. ...have you always done this, or just with movies and web-series ? I have started doing this for 3 years and at first I would watch movies through the day, but then work would come to me out of the blue therefore there would be distractions... so my system is that If you ever watch a movie , watch it with full dedication and only then would you have fun. ...so after that do you download it, or do you watch it online on a platform?  I watch online if it is available... the rest I haven’t gotten the subscription. The thing is that I’m a student right now, can’t afford to spend, I have to save up. When you start earning only then I can think to spend... I don’t have the money right now , when i do have it then i will surely do it, when I earn well.
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