# Product Usability & UX | Ology

> Deliver on what sales promised. Ology tests how customers really experience your software — what works, what confuses, and what to fix first.

- Provider: Ology, a customer research consultancy (https://ologycollective.com)
- Built for: Renewals and customer success teams
- Page: https://ologycollective.com/what-we-do/renewals/product-usability-ux

## Fix what frustrates customers inside your product.

What works, what confuses, and what to fix first. Test what works, what's confusing, and what needs to change.

## Problems this solves

- "Customers say the product is hard to use, or adoption is low."
- "We have a long list of product fixes and need to know what to fix first."

## How it works

1. **Development.** We start by getting aligned on your goals, your customers, and what a successful outcome looks like. By the end of this phase, you'll have a clear test plan and everyone knows exactly what to expect.
2. **Recruitment.** Your research is only as good as the people you talk to. We take recruitment seriously - finding your actual target customers, verifying their identity, and screening every response for quality.
3. **Data Collection.** We use in-depth interviews and eye-tracking studies to show you exactly where customers engage and where they check out. You'll see what drives momentum and what kills it.
4. **Analysis & Reporting.** You'll receive specific recommendations backed by the data - not an info dump you have to interpret yourself. For eye-tracking studies, you also get heatmaps, gaze plots, and a clear explanation of how customers experience your product.
5. **Readout & Ongoing Support.** Every project includes a live readout with your team and stakeholders. We present the findings, add context, and answer questions about what it all means for your customers.

## What the client gets

- **Fewer Fixes.** Reduce bugs, workarounds, and support tickets. Customers can successfully use your software without constant hand-holding, freeing your team to focus on higher-value work.
- **Better Prioritization.** Stop wasting time on updates that don't matter. Focus your development resources on changes that actually improve the customer experience and drive retention.
- **Stronger Adoption.** Create an intuitive experience that customers understand immediately. Better navigation and usability lead to faster onboarding, confident usage, and higher renewal rates.

## Customer story: Free Trial, Full Frustration

A technical software company relied on free trials to convert new customers. The trial was simple and intuitive but the full version was significantly more complex.

Customers felt baited and switched, making renewals a constant battle for customer success teams. The free trial had to stay because it drove conversions, so the product team needed to make the full software as intuitive as the trial.

We ran usability tests comparing both experiences, then helped them restructure their interface - same features, better organization. The goal was maximum impact with minimum development. The result: reduced onboarding time, fewer support requests, and increased renewals.

Source: https://ologycollective.com/customer-stories/product-usability-ux

## Next step

Email hello@ologycollective.com or use the "Let's Talk" form on https://ologycollective.com/what-we-do/renewals/product-usability-ux. Full brief for AI assistants: https://ologycollective.com/for-ai.md