An example user research presentation.

1. customer insights
2.01.2015 - 8.31.2015

2. general discovery
Usability issues make up the majority of our support queue and are the biggest
barrier to user engagement and retention.
goal
Combine customer insights, data, and our mission to understand our priorities.

3. support case tags
1297 Total Cases
XX% - Usability Issues
XX% - Feature Request
X% - Cancellation
XX% - Bug Reports*
*over reported, not all bugs.
ios blocking marked as both bug and usability issue

5. feedback categories

6. 1.blocking

7. 2. iOS onboarding

8. 3. how it works

9. 4. upgrading

10. 5. scheduling

11. what is this app?
People don’t understand what the app does nor how it works.

12. usage reports
XX% of all users have an empty blocklist

13. users are underutilizing custom filters
relevant customer insights
● Does Freedom block
apps, messaging, email,
etc?
● How do I block
Whatsapp, Instagram,
gmail, etc?

14. paid users are underutilizing paid
features
relevant customer insights
● How do I make it harder
to leave a block?
● Do you have Strong
Mode for iOS?

15. actions
Increasing simplicity and effectiveness with regard to our mission:
To develop the best ways of interacting with technology that
make people happier, healthier, and more productive.
how do we define success?
increased user engagement

16. quick wins
1. Phase II Onboarding
a. Forced tutorial of main pain points
2. Phase II Pricing Page
a. Include on homepage
b. Boost understanding of product tiers pre and post signup
3. Web App Profile Settings
a. Change nav bar to email address (more intuitive to access settings)
b. Update language of options
4. Add More Curated Blocks
a. Tumblr, etc
5. Issue-inspired Blog Posts

17. dev priorities
1. Emphasize iOS Blocking
a. In session, no new content, cached only
b. Permanent overlay, anchored nav notification, popup reminder
2. Increase Blocklist Use
a. Uploadable - appeals to independent, tech savvy users and also users who could benefit from
categories, great social and marketing capabilities
b. URL finder for apps OR only support a limited amount of apps
c. develop separate block everything “switch”
3. Device Status Icon
a. green if device is active, red if inactive
b. alert when device isn’t active at session start
4. In-App Controls
a. Update menu
b. Group together Strong Mode, Start at Login, etc
c. Eventual widget
5. iOS Strong Mode

18. marketing priorities
1. SEO/Web Reconfiguration
a. More pages, landing pages, better homepage - fill in gaps we’ve discovered
b. Product showcase - possible video, more direct connections to literal usage
c. Create qualified, retainable users before they sign up
2. Beta Tester Interviews
a. Learn desired outcomes
b. Figure out which features hold the most value to educate tier features
3. Blog
4. Email/Chat Marketing
a. User facing product education series
b. Upgrade request
c. Reengagement series
d. Non-user plan
e. Deploy Legacy plan
5. Consider More Tools, Automation
a. Landing pages
b. Support alternative to Intercom
c. Testing