Mudango Case Study: Warehouse Experience Research
In short
- The storage product had experience breakdowns: confusing communication between prepaid and postpaid, doubts about security and inventory, and support perceived as slow.
- Mixed-methods research across three countries: a survey of 93 customers plus in-depth video interviews.
- Average satisfaction was 4.41 out of 5, with pockets of dissatisfaction concentrated in Mexico.
- Five critical findings, with recommendations on channels, landing page hierarchy, digital inventory and security messaging.
Problem
Mudango faced critical gaps in digital and service experience for their warehouse product. Customer feedback revealed:
- Communication breakdowns between pre and post-payment phases
- Uncertainty about inventory, security, and processes
- Perceived delays in support channels (chat, email)
- Unclear expectations for transportation and digital asset management
Intervention
Mixed-methods research across three countries (Chile, Colombia, Mexico):
- Online surveys: 93 customers (15 questions via Google Forms)
- In-depth interviews: Video calls mapping pain points, expectations, and critical moments
- Digital flow analysis: Pre and post-payment experiences with improvement proposals
- Competitive benchmarking: Landing pages and key attributes
Results
- Average satisfaction: 4.41/5 across three countries, with Mexico showing dissatisfaction hotspots
- 5 critical findings identified:
- Pre/post-payment communication gap
- Distant relationship with long-term customers
- Chat perceived as slow/robotic
- Security and inventory uncertainty
- Process clarity gaps (quotation, transportation, storage)
- Actionable recommendations delivered: Official channel clarification, landing page hierarchy redesign, digital inventory enhancements, security messaging improvements
"I had the privilege of working with Paulina at Mudango in 2024. Her role as UX Researcher was key: she led customer interviews, mapped user journeys and analyzed needs with rigor and clarity. Her deliverable was impeccable and strategic for identifying our key customers."
What's next
The findings showed the breakdowns were about expectations rather than design, and that reordered the priorities: first clarify official channels and the quoting, transport and storage processes; then redesign the landing page with a clear hierarchy and strengthen digital inventory and security messaging.