I started a new job on Monday it is a company that provides migration, reporting and management for cloud software. I have been tasked to look at the reporting tool. The problem is that while their customers find it useful, they don’t really know why. They have some ideas but need more. The co started out by providing a few reports and grew from there by adding things they thought customers would want and also things customers asked for.
I want to start talking to some customers and see how they use the platform. In a UX lab, I would normally write a script with tasks and record how the customer proceeds but as I don’t know what the tasks are, that wouldn’t work. I thought about remote mouse tracking but may have to sit through many hours t start getting any insights.
I considered a survey but that would probably lead to vague answers. I may do one but I need more.
Does anyone have any suggestions?