How Nav boosted the quality of their research with Lyssna's Screeners

Nav is a company that specializes in credit and financial well-being for small businesses, providing business owners with a range of tools and resources to effectively manage their credit and finances. 

By offering personalized insights and tailored financial solutions, Nav demonstrates their commitment to providing seamless customer experiences.

Leading this charge is Jenn Wolf, the Senior Director of Customer Experience (CX). Jenn’s primary focus is on driving positive customer experiences through research and insights, helping teams build better experiences for customers.

To achieve this, Jenn and her team use Lyssna. While Lyssna was already part of Nav's toolkit when Jenn joined, the addition of our Screeners feature has had a transformative impact on their CX strategy, enabling more precise and impactful research.

Challenge

As Jenn explains, "We needed a way to gain valuable insights about the usability of our site and the needs of our customers through quantitative research."  The goal was to launch surveys and other quantitative tests to achieve this. 

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Another priority for the team was testing with the right audience. As Nav focuses on small businesses, it was important to be able to talk directly with this audience and refine the targeting even further within this group.

So, when the opportunity to join the beta testing of the Screeners feature came up, Jenn was quick to jump on board.

Solution

The introduction of Lyssna’s Screeners feature was a game-changer for Jenn and her team. With Screeners, they can now hone in on gathering insights that are directly relevant and impactful for their customers. "The segment we work with, small business owners, is huge and diverse,” she explains.

Jenn and her team employ a variety of methodologies, from naming surveys to scheduling interviews for their own case studies. "We’ve leveraged nearly all of the test types, interview capabilities, and panels for recruiting," Jenn says.

With a strong UX culture, Jenn strongly advocates for frequent testing. When asked about their testing schedule, she responds, "Constantly, at least one test and one interview cycle per month!".

Jenn also appreciates the platform's intuitive design, highlighting its ease of use and the quality of the results. She adds, "The results are great for quick readouts and can also be downloaded for deeper analysis."

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Results

Jenn and her team have seen real impact through regular testing, using a variety of methodologies, and the introduction of screener questions. Here are some key results they’ve experienced.

Significant insights

The insights gathered have helped Jenn continuously improve their customer experience. She shares, "With screener capabilities and a participant panel to recruit from, we are gathering meaningful insights from relevant, quality candidates.”

These insights have played a big role in informing their strategies and optimizing their offerings for small business owners.

Efficiency and cost-effectiveness

Testing doesn't have to drain your budget. As Jenn shares, "Lyssna has allowed us to very efficiently run good research with a very small team in a cost-efficient manner." 

You can carry out meaningful testing without breaking the bank, regardless of your team size.

Consolidating their research tool kit

"With the feature additions of interviews and screeners, we’ve been able to reduce the number of research tools needed to support our work and are able to conduct research more efficiently," Jenn explains. This consolidation of tools has simplified their workflow and enhanced productivity.