customer insights2.01.2015 - 8.31.2015

general discovery Usability issues make up the majority of our support queue and are the biggest

barrier to user engagement and retention.

goalCombine customer insights, data, and our mission to understand our priorities.

support case tags 1297 Total Cases

XX% - Usability IssuesXX% - Feature Request

X% - Cancellation

XX% - Bug Reports*

*over reported, not all bugs. ios blocking marked as both bug and usability issue

feedback categories

1.blocking

2. iOS onboarding

3. how it works

4. upgrading

5. scheduling

what is this app?

People don’t understand what the app does nor how it works.

( )usage reports

XX% of all users have an empty blocklist

users are underutilizing custom filters

relevant customer insights

● Does Freedom block apps, messaging, email, etc?

● How do I block Whatsapp, Instagram, gmail, etc?

paid users are underutilizing paid features

relevant customer insights

● How do I make it harder to leave a block?

● Do you have Strong Mode for iOS?

actionsIncreasing simplicity and effectiveness with regard to our mission:

To develop the best ways of interacting with technology that make people happier, healthier, and more productive.

how do we define success?

increased user engagement

quick wins1. Phase II Onboarding

a. Forced tutorial of main pain points

2. Phase II Pricing Page a. Include on homepageb. Boost understanding of product tiers pre and post signup

3. Web App Profile Settings a. Change nav bar to email address (more intuitive to access settings)b. Update language of options

4. Add More Curated Blocksa. Tumblr, etc

5. Issue-inspired Blog Posts

dev priorities1. Emphasize iOS Blocking

a. In session, no new content, cached onlyb. Permanent overlay, anchored nav notification, popup reminder

2. Increase Blocklist Use a. Uploadable - appeals to independent, tech savvy users and also users who could benefit from

categories, great social and marketing capabilitiesb. URL finder for apps OR only support a limited amount of appsc. develop separate block everything “switch”

3. Device Status Icon a. green if device is active, red if inactiveb. alert when device isn’t active at session start

4. In-App Controls a. Update menub. Group together Strong Mode, Start at Login, etcc. Eventual widget

5. iOS Strong Mode

marketing priorities1. SEO/Web Reconfiguration

a. More pages, landing pages, better homepage - fill in gaps we’ve discoveredb. Product showcase - possible video, more direct connections to literal usagec. Create qualified, retainable users before they sign up

2. Beta Tester Interviewsa. Learn desired outcomesb. Figure out which features hold the most value to educate tier features

3. Blog4. Email/Chat Marketing

a. User facing product education seriesb. Upgrade requestc. Reengagement seriesd. Non-user plane. Deploy Legacy plan

5. Consider More Tools, Automationa. Landing pagesb. Support alternative to Intercomc. Testing