Enhancing User Experience and Uncovering new opportunities 

Company: MakerVerse, Founded by Siemens.

Case Study: Enhancing User Experience and Uncovering new opportunities. 

Company background: Seed round investment, 1,5 years on the market. Team size: 40 ppl.

Product Maturity: MVP build & operational, basic flow implemented.

Product stage: MVP build.

Intro: MakerVerse, a new innovative venture in the on-demand manufacturing space, embarked on a groundbreaking mission to revolutionise the manufacturing universe.  Their goal was to establish an innovative platform that redefines the interaction between companies and suppliers and enables innovation and growth across various industries. As pioneers, MakerVerse aimed to address user pain points, optimize the UI, and discover unique selling propositions (USPs) that would differentiate their platform.

Objectives: 

1. Deep Dive into User Pain Points and Validate Assumptions: The aim was to comprehensively understand the pain points and challenges faced by users. 

2. Improve and Enhance User Experience: Recognizing the significance of a seamless user experience, the existing UI required optimization. We aimed to foster customer loyalty and satisfaction by delivering a delightful interaction.

3. Identify New Opportunities and Product Areas: Identified unmet users’ needs and challenges, framed in the form of opportunities to get ahead of competition.  

4. Implemented Product Discovery as a Continuous Process: Set internal tools, processes, guidance and knowledge-sharing for establishing Discovery as an integrated process of product development  

Approach: 

• Focused User Interviews: Conducted 15 in-depth interviews with two distinct user personas to gain insights into pain points, and challenges and build empathy with the users. 
• Persona Workshop: Utilized a persona workshop to identify and specify focused target personas, refining the understanding of user diversity and prioritising the focus on 1 user segment. 
• User Journey Mapping: Mapped user journeys across three main flows, both internal and external, to identify pain points and optimization opportunities.
• Quantitative Survey: Employed a quantitative survey to gather input from a wide audience, aiding in high-level problem framing, and understanding different angles of customer challenges. 
• Usability Testing: Conducted usability testing to validate UX improvements and test new features for their effectiveness for seamless customer experience. 
• Internal knowledge-sharing workshops: Sharing focused learnings and the necessary training for product, design, marketing and sales teams, to capture all customer insights for driving customer-centric insights across multiple customer-facing departments 

Results: 

• 35% Increased Customer Satisfaction: Improved user experience, refined flows, and enhanced design contributed to an increase in customer satisfaction and NPS score. 
• 1 New Customer Segment Established: Through targeted engagement with startups, a new approach and offerings were established for the new customer segment. 
• 5% increased customer growth rate: The platform’s improvements led to an increase in the number of new customers, indicating enhanced user engagement and repeated orders. 
• Discovery is implemented as a continuous and integrated process: there are processes and guidance in place, together with relevant knowledge transfer for continuous discovery 

Lessons Learned: 

• Continuous iterations on the whole offering are the key: Regular product optimizations and enhancements, together with great customer services, based on customer insights, lead to happy and engaged customers.  
• Market expansion and new untapped opportunities discovered from first-hand insights: Customer insights helped Identify new problem areas to be prioritised, leading to expanding the potential reach and impact of the platform. 

Summary: The MakerVerse case study showcases the power of user-centric design and strategic optimization in the context of on-demand manufacturing. By addressing pain points, enhancing user experience, and identifying unmet needs, MakerVerse successfully elevated customer satisfaction, expanded their user base, and solidified their position in the manufacturing arena.