Mudango Case Study: Warehouse Experience Research

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

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

• Average satisfaction: 4.41/5 across three countries, with Mexico showing dissatisfaction hotspots
• 5 critical findings identified:

1. Pre/post-payment communication gap
2. Distant relationship with long-term customers
3. Chat perceived as slow/robotic
4. Security and inventory uncertainty
5. Process clarity gaps (quotation, transportation, storage)

• Actionable recommendations delivered: Official channel clarification, landing page hierarchy redesign, digital inventory enhancements, security messaging improvements