During the Covid-19 pandemic, ThankView grew business and accounts by more than 3x. While amazing for our overall business, we lacked the staff to properly address all of our incoming prospects and current customer needs. When gathering internal data, we noticed that:
Let's face it - zoom meetings are hard to collaborate on. For a complex experience that touches multiple parts of the platform across various teams, it's a whole different challenge. A fully remote team added the complexity of every team wanting an input in how things were designed without being part of the design process.
Before we even touched the designs, the lead Product Manager and I gathered the goals of each team and their anticipated output capabilities which allowed us to plan handoffs.
We found that the most effective method to communicate our ideas and team responsibilities was to define user flows. It was an easy approach for teams to follow while knowing which part of the process they'd be involved in. After weeks of iterations and meetings, we defined our approach to tackle the flow that the team collectively agreed on.
Building meaningful and actionable dashboards is a non-stop endeavor. As we expand our metrics capabilities, we look to continue adding value to the dashboards we build. In our backlog, we currently have the features planned:
After launching PLG in December 2021, we gathered data to figure out how we could improve the experience to convert more users: