Contract Management Pro / Admin Research / Discovery 2025
The setup black box: where sentiment craters and why
UXR / Feb 2025 / n=9
POSITIVE
PAIN
CONFIGURE ↓
SETUP ↓
Learn
↑
Delighter
Install
↑
Delighter
Configure
↓
Painpoint
Setup
↓
Painpoint
Manage
Neutral
24
days avg
Average case closure time.
Setup and configuration issues drove the majority of support ticket volume.
2.25
/ 5
Documentation
Only
about 45%
found training materials and docs sufficient to complete setup
3.0
/ 5
Setup complexity
About 61%
flagged complexity around installation and system configuration
2.25
/ 5
Support discoverability
Tickets took
days to weeks
. Admins were unaware of available resources.
Sharpest specific pain:
Word template mapping and content controls. No clear guidance, trial and error only.
3.75/5
75% flagged
I did not know where to start. I kept bouncing between steps,
unsure what the right sequence was,
and it got confusing fast.
Admin / Research interview