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User Interview — Alex Chen, Ops Manager @ mid-size logistics SaaS
Date: May 28, 2026 | Duration: 45 min

Background: Alex manages a team of 8 handling customer onboarding. Uses our product daily for 2+ years.

Pain points:
- "Every Monday I spend 2 hours copying data from spreadsheets into the dashboard. It's soul-crushing."
- Onboarding checklist is buried — new hires can't find it without asking in Slack
- Export to CSV breaks when there are more than 500 rows
- No way to see which customers are stuck in onboarding without building a custom report

Positive:
- Loves the notification system — "finally something that doesn't spam me"
- Mobile view is actually usable, unlike competitor they tried last year

Feature requests:
- Bulk actions for onboarding steps
- Template library for common customer types
- Integration with their CRM (Salesforce) — mentioned 3 times

Key quotes:
"I don't need more features. I need the ones we have to not fight me."
"My boss asks for metrics I can't get without exporting and doing math in Excel."

Follow-up:
- Send prototype of bulk onboarding actions
- Connect with eng on CSV export bug

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