Cutting churn and support costs through targeted, rapid research
The Hidden Drain on Your Business
If you are running an edtech, fintech, or retail company, high churn and support volumes are rarely just “the cost of doing business.” They are often symptoms of deep-seated UX friction. Behind these symptoms are very real financial costs that compound every month.
- Churn erodes your recurring revenue: Even a small change in retention has an outsized impact on long-term growth.
- Users leave quietly: When customers don’t understand how to get value from your product quickly, they drop off— often without telling you why.
- Support calls are an “operational tax”: A large share of tickets come from avoidable usability issues like confusing flows, hidden features or business-centric terms.
- The $1-Per-Minute Rule: A common industry benchmark is that each minute of phone support costs roughly $1 when factoring in salaries and overhead.
The Business Case for High-Quality Research
Investing in user experience isn’t about vague “delight”; it is about measurable ROI. Companies that embrace user-centric solutions systematically outperform competitors because they surface and fix user problems earlier in the lifecycle. Learning from their users is a high priority: by actively investigating how they can improve user experience, and acting on those insights, they gain the trust and good will of their customers.
For small-to-medium organizations, the highest ROI comes from baking research directly into product strategy so you invest effort where it actually changes user behavior.
The 7–10 Day Active Sprint
Traditional research can take months, often resulting in “interesting” data that arrives too late to influence the roadmap. The Rapid UX Sprint is a time-boxed, 7–10 day “active” period of synthesis and strategy. This range allows us to account for the complexity of your specific workflows and the logistical realities of recruitment.
The “Warm-Up” (Prerequisites): To ensure the sprint remains high-velocity, the “active clock” only starts once the foundation is set:
- Recruitment Runway: We define the target user segments and ensure a pool of participants is ready for scheduling.
- Data Access: I need a look at your support ticket trends and product analytics to spot patterns behind the anecdotes.
- Stakeholder Alignment: We kickoff by defining what “success” looks like—whether it’s reduced attrition or improved task completion.
From Insight to Action
The goal of the sprint is to turn observations into a two-tier action plan:
- The Big Fish: 2–3 major strategic product and value-prop issues that need roadmap attention.
- The Minnows: 10–15 quick UX fixes that can be shipped in the next 2–4 weeks to reduce immediate friction.
The Bottom Line
If a focused, 10-day effort can reduce churn or support volume by even a modest amount, the investment pays for itself almost immediately. For many products, the cost of the sprint is less than the monthly revenue lost to avoidable user frustration.