Mudango Case: Warehouse Experience Research

Mudango faced gaps in digital and service experience in their warehouse product. Customers reported:

• Difficulties in communication between pre and post-payment.
• Uncertainty about inventory, security and processes.
• Perception of slow support channels (chat, email).
• Unclear expectations regarding transportation and digital management of their belongings.

A mixed research process was designed across three countries (Chile, Colombia, Mexico) that included:

• Online surveys to 93 customers (Google Forms, 15 questions).
• In-depth interviews via video call to map pain points, expectations and critical moments.
• Analysis of current digital flow (prepaid and postpaid) and improvement proposals.
• Competitive benchmark of landing pages and key attributes.

• Average satisfaction: 4.41 out of 5 across the three countries, but with dissatisfaction hotspots in Mexico.
• Identification of 5 critical findings:

1. Pre/post-payment communication gap.
2. Distant relationship with long-term customers.
3. Chat perceived as slow/robotic.
4. Doubts about security and inventory.
5. Need to clarify processes (quotation, transportation, storage).

• Concrete recommendations were delivered: clarification of official channels, landing redesign with clear hierarchy, digital inventory improvements and security messages.