Pain Point Prioritization Report

Research Sources: 45 support tickets and interviews
Pain Points Analyzed: 4

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Executive Summary

Top 3 Urgent Priorities:

1. Reporting manual work burden (71%, 9/10 severity) - Critical time waste blocking daily operations
2. Users can’t find settings (62%, 6/10 severity) - Navigation blocker affecting majority of users
3. Mobile app crashes on large datasets (49%, 8/10 severity) - Core functionality failure for mobile users

Key Pattern: Operational efficiency issues dominate (reporting work, mobile crashes). UX friction (settings findability) affects majority. Documentation is lower priority by volume but critical for developer segment.

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Complete Pain Point Inventory

Rank	Pain Point	Frequency	Severity	Confidence	Priority Score	Quadrant
1	Reporting takes 3+ hours manual work	71% (32/45)	9/10	★★★ High	63.9	High/High (URGENT)
2	Users can’t find settings	62% (28/45)	6/10	★★☆ Medium	37.2	High/Med (URGENT)
3	Mobile app crashes on large datasets	49% (22/45)	8/10	★★★ High	39.2	High/High (URGENT)
4	API documentation outdated	33% (15/45)	7/10	★★★ High	23.1	Low/High (Niche Critical)

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Priority Matrix

                    SEVERITY
                Low (1-5)  |  High (6-10)
        --------+-----------+-------------------
        High    |           | • Reporting (71%)
        (>40%)  |           | • Settings (62%)
FREQUENCY       |           | • Mobile crashes (49%)
        --------+-----------+-------------------
        Low     |           | • API docs (33%)
        (<40%)  |           |

Matrix Interpretation:

• 3 URGENT items (High frequency + High/Medium severity): Immediate action required
• 1 Niche Critical (Low frequency + High severity): Prioritize by business value of affected segment

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Top 4 Prioritized Action Plan

#1: Reporting Manual Work Burden (3+ hours)

Frequency: 71% (32/45 sources) | Severity: 9/10 | Score: 63.9
Confidence: ★★★ High

Evidence:

• Mentioned in 32 of 45 sources (71% of feedback)
• Explicit time metric: “3+ hours manual work”
• Implies: Weekly/daily repetitive task, no automation, productivity drain

Severity Rationale (9/10 - Daily Workflow Blocker):

• Time Waste: 3+ hours per occurrence is substantial productivity loss
• Frequency of Impact: Likely weekly or more frequent based on “reporting” context
• Workaround: Manual work IS the workaround - no escape hatch
• Business Impact: Direct cost in employee time, delays decision-making, frustration/burnout risk
• Scale: Affects 71% of users - massive cumulative time sink

Recommended Action:

• Immediate: Audit current reporting workflow to identify automation opportunities
• Solution: Build automated reporting engine (scheduled reports, export automation, template system)
• Expected Impact: 3+ hours/week saved per user × ~32 users = 96+ hours/week recovered capacity

Stakeholder Talking Points:

• “71% of users waste 3+ hours on manual reporting - that’s 96+ hours/week we can recover”
• “Highest priority score (63.9) by significant margin - clear ROI on automation investment”

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#2: Mobile App Crashes on Large Datasets

Frequency: 49% (22/45 sources) | Severity: 8/10 | Score: 39.2
Confidence: ★★★ High

Evidence:

• Mentioned in 22 of 45 sources (49%)
• Specific failure mode: “crashes on large datasets”
• Clear reliability/stability issue

Severity Rationale (8/10 - Core Functionality Failure):

• Scope: Affects nearly half of mobile users (49%)
• Depth: Complete failure (crashes) prevents core work - not degraded, but blocked
• Workaround: Must switch to desktop or avoid large datasets (limits mobility)
• Business Impact: Churn risk for mobile-first users, support burden, damages product credibility

Recommended Action:

• Immediate: Implement crash analytics to capture threshold and failure patterns
• Technical: Add pagination/lazy loading, optimize memory management, implement data size warnings
• Expected Impact: Eliminate hard crashes, restore mobile reliability for power users

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#3: Users Can’t Find Settings

Frequency: 62% (28/45 sources) | Severity: 6/10 | Score: 37.2
Confidence: ★★☆ Medium

Evidence:

• Mentioned in 28 of 45 sources (62% - highest frequency)
• Navigation/findability issue

Severity Rationale (6/10 - Frequent Frustration):

• Scope: Highest frequency (62%) - majority of users affected
• Depth: Frustration and time waste, but not total blocker (users eventually find it)

Recommended Action:

• Solution Options: Restructure navigation, add search functionality, persistent settings icon/link in header
• Expected Impact: Reduce support volume, improve perceived ease-of-use, faster onboarding

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#4: API Documentation Outdated

Frequency: 33% (15/45 sources) | Severity: 7/10 | Score: 23.1
Confidence: ★★★ High

Evidence:

• Mentioned in 15 of 45 sources (33%)
• Specific issue: “outdated” documentation

Quadrant: Niche Critical (Low frequency, High severity)

Recommended Action:

• Immediate: Audit documentation vs. current API, prioritize most-used endpoints
• Process: Implement docs-as-code (auto-generate from codebase), version tagging, changelog

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Recommended Priority Roadmap

Phase 1: Critical Blockers (Weeks 1-6)

Goal: Eliminate highest-impact operational failures and time sinks

1. Reporting Automation (Priority Score: 63.9)

   • Timeline: 4-6 weeks
   • Resources: Backend dev, product manager for workflow mapping
   • Success Metric: Reduce manual reporting time from 3+ hours to <30 minutes
   • Why First: Highest priority score, affects 71%, massive time savings ROI

2. Mobile Crash Fixes (Priority Score: 39.2)

   • Timeline: 2-3 weeks
   • Resources: Mobile dev, QA for device testing
   • Success Metric: Zero hard crashes on datasets up to [defined threshold]
   • Why Second: Reliability issue risking churn, high severity (8/10)

Phase 2: UX Quick Wins (Weeks 7-10)

Goal: Improve satisfaction and reduce support burden

3. Settings Navigation Redesign (Priority Score: 37.2)
   • Timeline: 2-3 weeks
   • Resources: UX designer, frontend dev
   • Success Metric: 90% of users find settings in <10 seconds (user testing)
   • Why Third: Highest frequency (62%), relatively quick fix

Phase 3: Developer Experience (Weeks 11-14)

Goal: Support integration and enterprise adoption

4. API Documentation Update (Priority Score: 23.1)
   • Timeline: 2-4 weeks
   • Resources: Technical writer, engineering review
   • Success Metric: All docs current, versioned, with examples
   • Why Fourth: Lower frequency (33%), but strategic for developer segment

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Appendix: Scoring Methodology

Frequency Score: (Mentions / Total Sources) × 100

• Reporting: (32/45) × 100 = 71%
• Settings: (28/45) × 100 = 62%
• Mobile: (22/45) × 100 = 49%
• API: (15/45) × 100 = 33%

Priority Score: Frequency × Severity

• Reporting: 71 × 9 = 63.9
• Settings: 62 × 6 = 37.2
• Mobile: 49 × 8 = 39.2
• API: 33 × 7 = 23.1