Case Study: Leading Multinational Software Provider achieves an optimized global eCommerce transaction funnel with Appen

The software provider engaged with us to design and deploy a usability study gathering user feedback from its target global markets, in multiple languages

Leading Multinational Software Provider Company, a top-10 multinational with a global SaaS eCommerce platform, faced difficulty optimizing its transaction funnel across multiple products and culturally diverse markets. With time and budget constraints, the company engaged Appen to design and deploy a multi-language global usability study to uncover market-specific bottlenecks and areas of user confusion throughout the purchase journey.

Appen curated and managed a crowd of the most suitable UX evaluators (sourced from over 50,000 potential users and supported by a global reach of more than one million contractors), ran the study on its platform, and delivered clean quantitative and qualitative data quickly. Appen’s work identified technical, usability, and search/purchase deficiencies, was completed on time and on budget, and enabled the provider to improve its worldwide customer experience and eCommerce sales — leading the customer to commission additional studies for its commercial product lines.