the challenge​

The client had developed an online product-visualization tool to help B2B partners sell more effectively, but adoption and usage were inconsistent. The team needed to understand whether the barriers stemmed from the tool, the rollout, or both—and give partners a meaningful voice in how the experience could be improved.

our approach​

• Conducted virtual in-depth UX interviews with selected partners and observed how they used the tool with customers.
• Explored which parts of the tool supported the sale, where users struggled, and where the experience could be improved.
• Surveyed partners who had limited usage or had not used the tool to understand barriers to adoption. understand why. 

the impact

The research clarified why the tool was underused and led to specific product improvements. It also revealed an education gap: partners did not want to struggle with the tool in front of customers, making quick-start training important to adoption.

The client improved the online experience and added user education, which increased adoption and use and ultimately helped increase window-treatment sales. Including partners in the research also strengthened their investment in the tool and in the client relationship.