Case Study: Acquia reduces user frustration by 28% with Gainsight PX

Unleashing the Power of Data-Driven Experiences Acquia’s Journey with Gainsight PX

Acquia, a cloud-based digital experience company, needed clearer insight into how customers used its interconnected product suite. Jillian Cheuka, Senior UX Designer and Gainsight PX Admin, led a UX effort to map feature usage across six core products so the team could identify friction points and scale a tagging and analytics process without overtaxing engineering resources.

Using Gainsight PX’s Product Mapper and in-app engagements, Acquia modeled product features, tracked user flows, and deployed an in-product guide that redirected users to the intended integrated workflow. The change cut a workaround usage from 40% to 12% (a 28% improvement), improved the experience across two products, and enabled more data-driven, cross-functional decisions that support broader PX rollout.

Acquia

Jillian Cheuka

Senior UX Designer and Gainsight PX Admin