User Research & Persona Development
Lion worked closely with ServiceUp for 9 months, conducting thorough discovery and strategy development. Our approach was data-driven and collaborative. We kicked off the project by conducting thorough research, including data analysis and workshops to ensure alignment across the team. One of our key research approaches was to use ServiceUp ourselves, collecting valuable insights around pain points. But more importantly we also gained opportunities to enhance the users’ journey for a tight experience. We also performed secret shopping using the product, creating pseudo experiences to identify areas for improvement.