monday.com

Empowering global customer-centric design at monday.com: Leveraging Lyssna to meet diverse customer needs.

Summary

Discover how monday.com leverages Lyssna to optimize its customers evolving needs and preferences.

monday.com is a flexible and customizable Work OS that empowers teams and organizations to manage work, projects, and tasks efficiently.  The no code-low code platform provides a visual and collaborative workspace with customizable boards, columns, and cards, allowing anyone to tailor their workflows to specific needs.

mondaycom customer story

Nadav Hachamov, a UX Researcher at monday.com, has an interesting role within the company. He explains that his responsibilities are a blend of "leading strategic research projects and democratizing research throughout the organization. Democratization involves empowering designers and product managers to do user research independently which leads to better quality and customer-centric products."

Providing an exciting new perspective, Nadav was able to share insights into how their research and design teams leverage Lyssna to further support the evolving needs and preferences of their customers.

Challenge

With a significant global presence with customers in more than 200 countries, Nadav and the broader design team at monday.com hold pivotal roles in shaping the platform's success. 

“One of the bigger challenges is ensuring we can provide a consistently great customer experience across such a wide audience. There are demographic nuances such as language, location, industry, and job roles that need to be considered to ensure an optimal experience for that specific target audience,” shares Nadav.

mondaycom customer story

Although this is a high-level overview, it's clear that there’s a priority and need for continuous research and testing to understand and meet customer expectations at each interaction. Additionally, due to monday.com’s reach, all language-specific usability requirements and cultural preferences must be met across different geo-locations. 

To address this challenge effectively, monday.com required a robust user research platform that enabled them to stay ahead of the curve and maintain their intuitive and customer-centric product.

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Solution

Before Nadav joined monday.com, the team had already integrated Lyssna into their toolkit. Over the last 18 months, Nadav noted that Lyssna had addressed their primary needs in a user research tool for ongoing testing, receiving feedback from real customers, and removing friction at each touch point. 

Lyssna has been their research sidekick in helping to obtain valuable user feedback and analyze findings. According to Nadav, the designers and product managers at monday.com “use Lyssna as an integral part of their user-research toolkit," enabling the team to "test our work with customers at every stage of the product development process, from initial concept exploration to fully functional solutions."

“An integral part of our work process involves testing with users, so using Lyssna definitely makes it more accessible.”

Nadav Hachamov

UX Researcher at monday.com

mondaydotcom customer story

In addition to Lyssna’s functionality, Nadav also appreciates the aesthetics and user interface.

“As more of a mentor to the tool than a hard-core user, I think the UI is very clean and smooth, which benefits both sides: Our team and the participants.” 

“A clean UI reduces clutter and complexity, making it easier for our design, research, and product management teams to collaborate. Everyone gets a better understanding of the design intent.”

Nadav Hachamov

UX Researcher at monday.com


“For participants, they get a much clearer experience. They can quickly navigate the platform, find the information they need, and complete tasks with minimal effort (which also helps to remove intervening variables),” shares Nadav.

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Results

Regarding testing in Lyssna, Nadav shares that the team primarily conducts prototype tests and first-click testing. They also use it to gather first impressions on their designs. These tests help monday.com refine designs and gauge platform usability.

When we asked what their biggest win is, Nadav highlighted two key benefits: “The ability to test quickly with minimum steps and friction, plus the test reports are clear and helpful.”

The combination of swiftly creating tests and gathering quick insights helps the research, product, and design teams make informed choices, ultimately leading to more user-centric design improvements and enhancing the overall user experience of monday.com.

For example, in a recent testing cycle, the team employed a card sort test to gauge user sentiment and effectively name a new feature. Customers from the UK, US, and Australia had to categorize potential banner headlines into three sections: "I understand & not appealing," "I understand & This is appealing," and "I don't understand." 

The team chose this methodology to ensure that the feature's name resonated with customers and accurately sat in the right category for them. This choice of test exemplifies a customer-centered approach to decision-making, emphasizing the importance of user feedback in crafting a user-friendly and appealing product.

mondaydotcom customer story

monday.com's use of Lyssna allows the company to gather user feedback efficiently throughout each step of its product development process. This continuous testing mindset leads to an enhanced and customer-centric monday.com experience for customers worldwide.

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