Once the product was released, analytics became a key source of learning. The U.S. UX team at Thomson Reuters was well aware of how little meaningful behavioral data was being collected across products, so they introduced Pendo as a global analytics platform. Each regional headquarters was responsible for training local teams and appointing two cross-disciplinary Pendo leads. In Argentina, I took on this role from a design perspective.

Pendo is a powerful but complex tool, offering a wide range of functionalities. For this product, I focused on defining user paths to better understand real usage patterns. These paths allowed us to identify where users deviated from the expected flow and which screens required more time than anticipated, often signaling confusion or cognitive overload.

This data helped validate some of the issues previously detected during user tests—particularly around terminology and navigation—and provided concrete evidence to support future design improvements. In a context where early testing was limited, analytics became an essential complement to qualitative feedback, grounding design decisions in real user behavior.