How to Run a Usivity Pilot

30 Days Is Enough to Know

A well-run pilot gives you data you can act on, a story you can tell, and confidence you can take into a broader rollout. It does not need to be complex. It needs to be deliberate. The goal is not to prove Usivity works. The goal is to understand where it creates the most value in your specific product, for your specific customers.

Pre-Launch Checklist

Before you turn Usivity on: define your success metrics before launch, not after -- without a baseline, you cannot prove value, so pull your ticket volumes, NPS scores, and feature request counts now. Choose your pilot cohort deliberately: 3 to 5 accounts covering different use cases, including at least one at-risk account and one power-user account. Decide on a phased or full rollout. Configure your SDK zones before going live. Brief your CSMs before customers are live.

Week 1: Activate and Observe

Turn Usivity on for your pilot cohort. Have CSMs send a brief introduction to each account, focusing on one specific thing they can now do. Do not send a training session invite -- let users explore. Check your analytics dashboard at the end of the week and note which features were used first. The first thing users try tells you what has been frustrating them the longest.

Week 2: Engage Your Power Users

Identify the 2 to 3 users in your cohort who have customized the most. Have your CSM schedule a 15-minute call with each of them. Ask: what did you change first, and why? What would you change next? Document their answers. These are your first case study building blocks. Power users will find applications you did not anticipate. Those are your best sales stories.

Week 3: Track the Signal

Pull your support ticket volume for the pilot cohort accounts and compare to the baseline you pulled before launch. Check whether any of your pilot accounts have submitted new UI feature requests. Note which accounts have the highest Usivity engagement and cross-reference with their health scores. Ticket deflection and engagement correlation are the two numbers that matter most in week 3.

Week 4: Build the Story

Compile your before and after metrics into a single slide or summary document. Get a quote from at least one pilot user about their experience. Draft a brief recommendation: continue to all users, expand the cohort, or adjust your zone configuration. Schedule your 30-day readout with leadership. Qualitative signals are as important as the numbers. A single powerful user quote can do more in a board presentation than a table of data.

30-Day Readout Framework

Structure your readout in five sections: the baseline (what your metrics looked like before launch); the pilot cohort (who was included and why); what happened (usage data, ticket trends, notable quotes); the recommendation (whether to expand and who to expand to next); the ask (what you need from leadership to move forward -- resources, approvals, communications support).

Who to Expand to Next

After a successful pilot, prioritize: high-ticket-volume accounts not in the pilot, at-risk accounts with open UI complaints, new customer onboarding so personalization is part of the first week, or full rollout if your pilot results are clean.