-20% churn. Not through a new feature — through better structure.
A leading European B2B SaaS platform was losing customers — not because the product was bad, but because teams couldn't collaborate anymore. After 30 user interviews, the problem was clear.
Result
20%
less Churn Rate
30
User Interviews & Testing
+10
Features Shipped
“Showed extraordinary initiative — especially in user research and deriving product improvements. The ability to balance user needs with business goals consistently led to excellent results. ”
D.A.
CEO of S.H.
B2B SaaS · Enterprise Software
Figma · Miro
Dual Track Scrum · Double Diamond
Challenge
The bigger the teams got, the more the core workflow broke down. Feedback ran through email. Responsibilities were unclear. Customers didn't leave because of the product — they left because of the experience of using it.
What we did:
30 structured user interviews with customers, support and leadership. Fully redesigned the approval process. Integrated a Kanban board. Overhauled onboarding.
Conclusion
The best UX work is invisible. After launch, users stopped talking about the Approval Process — because it just worked. That silence is the goal.