All posts by xhtmlchop

APPTENTIVE

FAN SIGNALS – New Innovation

Could Fan Signals be an NPS-Killer and disrupt SaaS NPS industry?
The ROI from this unique data and from customer feedback proved to be more desirable and valuable (customer retention, LTV and churn prediction modeling) than Net Promotor Score (NPS).

Fan Signals — MVP

OVERVIEW
The Love Dialog started with a simple question “Do you love our brand?” – query that generated an 80% response rate. Based on how a consumer answers, they will redirect to another type of feedback interaction (survey, message center, ratings R&R, etc.), which captures even more VOC feedback.

1. THE PROBLEM
Customers wanted to see the volume of responses and were confused about how the Love Ratio was calculated since the chart represented a single bar. This is where my design journey begins –  working with Apptentive’s Love Dialog flagship product as the Lead UX Designer.

2. CUSTOMER INTERVIEW
 I spearheaded the first POC customer interview to validate the design and gauge the customer interest. I conceptualized and iterated on a variety of histogram chart designs and landed on a Pos. / Neg. bar chart, which best represented a binary question. This design solution helped to visually solve the volume issue and showed how responses were trending. This was a pretty good improvement. I created an InVision prototype and shared the screen with our customers to discuss product value and if we should green light the feature.

3. THE DISCOVERY
Collaborating close with customers, data scientist, and dev we discovered how consumers answered the Love Dialog over time from mining the data deeper. The insights started show and classify consumers into cohort segments known as Fan Signals (New Fans, Switched Fans, and Repeat Fans). The dev was able to expose an API for redash.io, then I created a public view using real customer data for interviews.

4. PRODUCT VALIDATION
From inception to productization, the team was able to ship Fan Signals to all customers as a feature flipper. The POC from sales interviews received positive feedback as a new up-sell revenue stream.

FAN SIGNALS VISION DASHBOARDS

Fan Signals Dashboard
The vision dashboard represents a future where the summary cards and the line chart shows customer segments through the lens of loyalty and shifting loyalty broken down into sentiment segments known as Fan Signals.

Insights Dashboard
The vision was to augment Fan Signal data with other data to give customers insights into meaningful relationships from messages (open feedback) and surveys.

CUSTOMER DRIVEN INNOVATION (CDI)
PROBLEM — The analytics dashboards lacked all visual charts (cubed analysis) available due to budgeting constraints. Part of Customer Driven Innovation process is to get real customer validation before the team builds a slew of new chart analytics.

CHALLENGE — We needed the ability to show enterprise customers the deeper data insights, instead of sending a large JSON dump or excel file without any UI.

SOLUTION — I partnered with a data scientist in creating a flexible template that can be tailored for any customer. This unique solution was created in PowerPoint (instead of Excel or Word) then the document can be linked to an excel data connector while keeping the visualization.

EXECUTIVE REPORT — EXAMPLE
The tailored reports were designed to reveal deeper insights into how customers feel about the brand. Each Cohort segment can be easily swapped with another customer ID.

RESULTS — The reports received great praise as they made it to the C-Suite and with continuous improvements the 20+ page reports ended up closing 50K+ deals.

BITTITAN

Entity MANAGEMENT – DEVICES AND USERS

OVERVIEW
Lead designer on one of the most important features for managed services is the ability to add entity’s in order to take advantage of the platform’s full capabilities. Once you add an entity (user or computer) new services will appear based on the scanned data.

LANDING PAGE — EMPTY STATE
If no users have been added, this page explains the different ways to add users to the platform. The platform can add users through GPO, Connectors, download Device Agent or install from email.

TASK LAUNCHER — MODAL DIALOG
After the selected method the task launcher modal dialog opens on the overview task (step 1) with descriptive guidance / Video with the steps in order for the process to be successful.

USERS — LIST VIEW
Once the system has been populated the user (IT) can perform services on that entity. View user details, View alerts, redeploy agent (heartbeat), Group users, and Filter alert types.  To avoid having too many controls on the page, I added a contextual menu to do tertiary tasks to a profile.

USER DETAIL — PANEL
A user (IT) can quickly view hardware details and evaluate what actions to perform on a device, as well as see associated users assigned to that device. The customer feedback was great since they don’t have to drill down to another level to view all relevant data.

USER INSIGHTS — CHART VIEW
As a short-cut (Inventive), I added another chart panel to quickly see a how many consumers are running the heartbeat app (device agent), or other issues instead of drilling down to another page.

DEVICE AGENT — DEPLOYMENT
Device Management Agent (DMA) is the quickest and easiest way to automatically deploy and configure software applications on end users’ desktops and mobile devices without implementing complicated enterprise software. DMA helps companies of all sizes get up and running on new software applications quickly and makes it easy for an IT admin to remotely deploy and configure those applications without having to touch the device.

DEPLOYMENT PRO — BEFORE / AFTER
The original DeploymentPro agent looked like some type of malware, and the customer drop-off rate was high.

THE DESIGN CHALLENGE
DMA is a universal shell app (C++), I was tasked to redesign the client app and improve the user journey to be more intuitive and user friendly. Trying to push the design… but limited due to apps language created a lot of limitations when working with Dev 1:1.

EYE CANDY
I thought it would be a nice touch to add a little bit of eye-candy (.gif animation only supported) to let the user know the app is running during configuration process, since the process takes time to mirror the email profile on the cloud.

Results — The redesign improved customer satisfaction and the animation reduced the amount of users closing the app.

BITTITAN

ACTIVITY FEED – Playbooks

PRODUCT GOALS
To build a notification engine that dynamically generates relative information about a customer’s service, computers, users, events, suggestions, and reminders.

THE RESULTS
This agile process from MVP through Vision was executed flawlessly. And by introducing the detail panel, I simplified the experience by eliminating the need for the user to drill down to another page. Press had early access to the platform. View

1. DIAGRAM FLOW
I created this high-level user flow to align the user journey and UI model with the product goals.

2. CONCEPT ITERATIONS
Through whiteboard sessions the team was able to understand a holistic view which helped synthesize the product features.

3. MVP — LEARNING LESSONS
My original feed design was rough by necessity but flexible, allowing the team to focus on more important features. We had to ship with an MVP product, which basically was an amalgam of all individual feed types and events. This is agile thinking — recognizing you can’t expect to build everything, or we would never ship.

4. CUSTOMER FLOW
My process was designed to maximize communications with developers. I printed out a UI site map on a large format printer, then got the developers in a room to walk them through the user journey. This approach helps to speed up the development process, so everyone is on the same page.