Customer research call guide

Autochase: 30-minute customer call guide

Interviewers: Mei leads; Tomas takes notes and asks brief follow-ups at the end. Keep roles consistent across the eight calls.

Decision: Should Paydeck prioritize automatic, escalating overdue-invoice reminders as a $10/month add-on next quarter?

1. Learning goals

Test whether: - Late payments create recurring, material costs—not just irritation. - Chasing takes enough time or money that customers actively try to reduce it. - Reminders address the cause of delays, rather than disputes, approval processes, or clients lacking funds. - Customers would trust automation, and what control they require. - There is credible demand at $10/month, beyond polite enthusiasm.

Starting evidence is suggestive, not conclusive: 34% of invoices are late, with a median delay of 16 days. That does not tell us how many accounts experience serious pain. Reminder usage (12% of accounts) may miss chasing outside Paydeck. The 40 support requests show interest, not willingness to pay.

2. Who to recruit

Do not book the first eight respondents from the 300 heaviest reminder users. That would favor highly engaged users already chasing through Paydeck.

Recruit purposively: - 3 accounts: recurring overdue invoices; frequent manual reminders. - 3 accounts: recurring overdue invoices; little or no manual reminder use. - 2 accounts: mostly on-time invoices, as a contrast group.

Across those groups, aim for six Pro and two free accounts, with both freelancers and small agencies. Include no more than two support-ticket requesters. Speak to whoever actually handles collections; establish whether they also approve software spending.

Randomly invite accounts within each group, then fill group slots rather than accepting the first eight overall. Replace no-shows within the same group. Use a neutral invitation: “Help us understand how you manage invoices and payments.” If offering an incentive, keep it fixed and unrelated to feedback.

3. Call script and timings

0–3 minutes: Welcome and permission

“Thanks for helping. We’re learning how people manage payments—not testing you or selling anything. Honest criticism is useful. You can skip anything confidential.”

Ask permission before recording. Otherwise, take notes.

“What’s your role, who handles overdue invoices, and roughly how many invoices do you send each month?”

3–12 minutes: Reconstruct a real incident

“Tell me about the most recent invoice that wasn’t paid by its due date.”

Follow the timeline: - “When was it due, and when did you notice?” - “What did you do next? Then what happened?” - “Who else was involved?” - “What reason did the client give for the delay?” - “Was it paid? When?”

“Could you walk us through a redacted reminder or your tracking process?” Do not request client-identifying information.

If they have no recent late invoice: “Walk us through how your last invoice got paid. What helps payments arrive on time?”

12–19 minutes: Frequency, consequences, alternatives

“In the last three months, about how often has this happened?”

“For that example, roughly how much time did you spend chasing? What, if anything, did the delay cost you?”

“What happens if you don’t follow up?”

“How do you decide when and how firmly to chase? Have you ever chosen not to?”

“What have you tried to improve this? What did it cost, and why did you keep or stop using it?”

If relevant: “Do you use Paydeck’s reminder button? Why or why not?”

19–23 minutes: Automation fit and risks

“Which parts of that process need your judgment?”

“Tell me about a follow-up that went badly—or worked particularly well.”

“What situations would make sending another reminder inappropriate?”

Probe only after open answers: payments already made, disputed invoices, important relationships, tone, timing, approvals.

23–28 minutes: Concept and price

Only now introduce the idea:

“We’re considering Autochase: automatic reminders that escalate while an invoice remains overdue. There’s no prototype, and details aren’t decided.”

“For the invoice we discussed, where would this help, fail, or create extra work?”

“What would you need to control before trusting it?”

“The proposed price is $10/month, on top of your current plan. How would you decide whether to buy it? What would it replace? Who approves that spending?”

Ask interested participants whether they will join a follow-up pilot discussion. Record this as interest, not a purchase.

28–30 minutes: Check understanding

Summarize their situation and ask what you misunderstood. Tomas asks outstanding clarifications. Thank them.

4. First-time interviewer notes

• Ask one question at a time; allow silence.
• Prefer “Tell me about the last time” to predictions.
• Don’t defend Autochase, suggest answers, or praise positive reactions.
• Separate quotes, observed behavior, estimates, and interpretation.
• Debrief immediately: pain, frequency, cost, workaround, automation fit, price evidence, contradictions.

5. Decision rules

Agree these directional thresholds before interviewing:

Advance: At least four of six overdue-account participants demonstrate recurring, consequential pain and reminder-suitable workflows; at least three Pro participants show credible $10 value grounded in current costs or spending and accept a concrete follow-up. Proceed to a scoped pilot and real pricing test—not a full-build commitment from interviews alone.

Stop or rethink: Pain is mostly minor, delays are not reminder-solvable, relationship risks outweigh savings, or interest disappears at $10.

Mixed evidence: Narrow the target segment and recruit more. Eight purposive interviews cannot estimate market demand.

Autochase customer call guide (30 minutes)

What we need to learn

1. How often late payments happen, and what customers actually do when they do.
2. Whether chasing creates meaningful time, cash-flow, or relationship costs—and how customers handle those today.
3. When automatic reminders would help, and what control or safeguards customers would need.
4. Whether the value could justify a $10/month add-on.

Who to talk to

Recruit 8 account owners or purchase decision-makers who send invoices through Paydeck and have had at least one late invoice in the last 90 days. Aim for: - 4 who used “Send reminder” and 4 with late invoices who rarely or never used it. - A mix of freelancers and small agencies, account sizes, and Pro/free plans.

Don’t recruit only the 300 most frequent button users: they’re likely to overrepresent people already motivated to chase. Ask about recent late invoices; don’t tell people the feature idea before the call.

30-minute call

0–2 min | Set the tone “Thanks for speaking with us. We’re learning how invoicing works for you; there are no right answers. I’m interested in what you’ve actually done, not what you think we want to hear. We’re exploring ideas, not selling a product.” Ask permission before recording; otherwise take notes.

2–8 min | Recent experience “Think of the most recent invoice that was paid late. Can you walk me through what happened, from sending it to getting paid?” Probe: When was it due and paid? When did you realize it was late? What did you do next? What happened?

8–15 min | Current workflow “What, if anything, did you do to follow up?” Probe: How did you decide when and how to contact them? What did you send, and through what channel? How often does this happen? What do you do when you don’t send a reminder? Have you tried tools or changed your process?

15–20 min | Impact and trade-offs “What effect did that late payment have on your work or business?” Probe: Time spent? Cash-flow impact? Client relationship? What was most frustrating—or not especially difficult? How do you prioritize which invoices to chase?

20–25 min | Explore the idea After hearing their story, say neutrally: “We’re exploring a paid add-on that sends escalating reminders automatically when an invoice becomes overdue. There isn’t a product yet.” “What’s your first reaction?” Probe: What would be useful or unhelpful? Which invoices, if any, would you trust it with? What would you need to control—timing, wording, recipients, stopping reminders? What situations would make you not use it?

25–28 min | Value and price “How do you currently spend time or money dealing with late invoices?” “If this cost $10 a month, how would you decide whether it was worth it?” Probe: What would it need to save or improve? Would you trial it at that price? Why or why not? Treat stated intent as a clue, not proof of demand.

28–30 min | Close “What have I not asked that matters about getting paid late?” Thank them. Don’t promise a launch or specific functionality.

Notes for first-time interviewers

• Mei leads; Tomas takes notes. Agree beforehand who will ask follow-ups. Don’t interrupt or tag-team.
• Let the customer finish. Use silence; ask “Can you tell me more?” or “What happened next?”
• Ask about a specific past event before opinions or hypotheticals. Avoid “Would this be useful?”, “How frustrating is it?”, feature wishlists, and leading follow-ups.
• Don’t defend the idea, pitch solutions, or share Paydeck’s late-payment statistics; these can bias answers.
• Capture examples, exact phrases, workarounds, and contradictions—not just “yes/no.” Separate what people did from what they say they might do.

Decision after 8 calls

These calls are directional, not a market-size estimate. Go ahead with a narrowly scoped MVP/pilot next quarter if at least 5 of 8 describe recurring late-payment problems with concrete business or time costs, and at least 4 of 8 see a credible reason to try automation at $10/month and can explain the controls they’d need. Check that interest isn’t confined to one narrow user type.

Stop or defer if 2 or fewer describe meaningful recurring burden, most already handle it easily, or trust/client concerns make automation unacceptable even with reasonable controls. If evidence is mixed or concentrated in one segment, don’t commit broadly: refine the target or concept and test again.

Welcome to user research week! Mei and Tomas, running these calls is one of the highest-leverage things you can do this quarter. Don't worry about being first-timers; your fresh eyes are an asset. Here is your battle-tested guide for next week.

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1. Learning Goals

We need to answer two core questions before committing engineering time to Autochase: 1. Pain: Does chasing late invoices cause enough operational friction and cash flow anxiety that users want it off their plates completely? 2. Value: Is automation worth $10/month, or do users prefer control (e.g., hitting a manual button)?

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2. Who We Should Talk To

Per Sam’s plan: We are emailing the 300 Pro accounts that used the manual 'Send reminder' button most frequently last month and booking the first 8 who reply. * Why: These users already feel the pain. If they won't pay for automation, nobody will.

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3. Notes for First-Time Interviewers (Read This Twice!)

• Do not pitch Autochase early. If you pitch it, they will be polite and say yes. Sell the problem, not our solution.
• Past behavior beats future promises. When people say "I would pay $10 for that," they are often lying to be nice. Ask about what they currently do and what they've paid for in the past.
• Embrace silence. After you ask a question, stop talking. Let them fill the silence. The best insights live in the second minute of their answer.
• One person leads, one takes notes. Mei, take the lead on questions today; Tomas, focus on verbatim quotes and body language (and vice versa for call #2).

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4. The 30-Minute Call Guide

#### Phase 1: Context & Warm-up (5 mins) Goal: Build rapport and understand their business. * "Tell me a bit about your business—what do you do, and who are your typical clients?" * "Walk me through how invoicing and getting paid works in your workflow today."

#### Phase 2: Past Behavior & Pain (10 mins) Goal: Uncover the true emotional and financial cost of late payments. * [Replace Sam's Q1] "Take me back to the last time an invoice went significantly past its due date. What happened?" * "How did you handle it? Walk me through the exact steps you took to chase them." * "How does chasing clients for money impact your relationship with them, or your peace of mind?" * Data check: 34% of our invoices are paid late (median 16 days). Ask: "Does that match your reality?"

#### Phase 3: Current Workarounds & Solution Testing (10 mins) Goal: See how they solve this now, then introduce Autochase. * "You’ve used our manual 'Send reminder' button recently. How is that working for you? What do you wish it did that it doesn't?" * The Reveal: "We’re exploring a feature called Autochase that automatically sends escalating reminders on a schedule you set until the invoice is paid. Based on what you've told me about your workflow, how would something like that fit into your business?" * [Replace Sam's Q4] "Some freelancers worry automated reminders might annoy their clients. How do you feel about that risk for your clients?"

#### Phase 4: Pricing & Wrap-up (5 mins) Goal: Test the $10/mo price point and wrap up. * [Replace Sam's Q2/Q3] "We're looking at pricing this as a $10-a-month add-on. When you think about the time it saves or the awkwardness it avoids, does $10/mo feel like a bargain, too expensive, or about right?" * "Before we wrap up, is there anything else about getting paid by clients that drives you crazy that we didn't touch on?" * Thank them warmly and end the call.

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5. Go / No-Go Criteria

After 8 calls, Mei, Tomas, and I will sync. We move forward to build Autochase next quarter only if: 1. At least 6 out of 8 interviewers describe late payments as a top-3 operational headache (not just a minor annoyance). 2. Users unprompted mention spending hours a month on this, or losing sleep over cash flow. 3. At least 5 out of 8 react to the $10/month price point as reasonable or cheap relative to the value.

We stop and pivot if: * Users say, "I actually like reviewing and sending reminders manually because I customize the tone per client." (This kills the automation thesis). * Users think $10/month is wildly overpriced for a reminder tool.