Case study

Improving in-app payments across global markets

U

Challenge

A multinational tech company needed to address low conversion rates on its app distribution platform in select Asian and South American markets. They sought to better understand payment behaviors and usability pain points across regions—but lacked the vendor network and logistical support to run user research independently in those markets.
Challenge

Solution

We served as the global project lead, managing all research operations across four international markets. Our team coordinated trusted local research partners, oversaw study design implementation, and ensured consistent execution through live interviews, usability testing, and unmoderated app purchase sessions. We maintained end-to-end alignment with the client through structured communication, global planning, and centralized oversight.

Solution

Impact

As global project managers, we ensured quality and consistency across diverse research environments, eliminating the need for time-intensive vendor onboarding. We identified market-specific challenges while streamlining study logistics, enabling the client to move faster and with greater confidence across regions.

Impact

Key outcomes

  • Delivered consolidated global insights and region-specific findings through a single point of coordination
  • Identified payment flow barriers impacting conversion across multiple markets
  • Aligned cross-market data collection with shared metrics and centralized analysis
  • Created a scalable framework for prioritizing UX enhancements across global and local teams
        Key outcomes

        Result

        The client used our globally managed insights to launch targeted updates that improved platform usability and payment conversion in key markets. Our coordination minimized research friction, reduced operational risk, and elevated the strategic value of findings across the organization.

        Result