03 REMESH
PRODUCT / AI / SAAS
The Hub
Business Objectives
Our business goals are to improve annual recurring revenue (ARR), by converting more pilot accounts to annual subscriptions.
My role
We are a team of 5 engineers, 1 product manager, and 1 product designer(me). I lead the design of the user hub.
Empathize with the users
Enterprise users and researchers
Remesh Buyers
Workspace Admin
Team Admin
Team Members
To understand what drives the users to convert from pilot to annual subscriptions, we have conducted 1:1 interviews and surveys with our customers.
How often do they use Remesh? Why
When do they use Remesh?
How can we better help you to manage platform usage?
the problems
Users at present really only come to the platform when they are preparing for, running, or analyzing a conversation. We want to increase user engagement with the platform beyond just preparing for and running conversations.
Users (specifically Buyers, Workspace Admins, and Team Admins) cannot get a solid high-level sense of how they and their teams are using the platform
Users, particularly new users, are not sure how to get started, what needs to be done, where resources live, or how to self-educate themselves
Hypothesis
Crafting a home page for all users that serves as a centralized hub will lead to increased engagement, and increased conversion from pilot to annual by helping users:
Understand how they/their Teams use Remesh
Understand what requires their attention and take appropriate actions
Educate themselves on how to use Remesh more effectively
Easily navigate to relevant parts in the application
Ideate
User story:
As a Remesh user, I want to see a home dashboard featuring key information selected from features throughout the Remesh platform, so that I can
have an overview of what value the platform is offering
be informed and to make certain decisions, ie, extending the contract, run more relevant conversations/studies, submit a new project request, publish upcoming conversations, dive deeper into analysis for a recent conversation, etc.
navigate to places throughout the platform easily.
Exploration:
Prototype
Prototype Test
Design and build MVP
launch and Learn
Results
22% of monthly users interact with a hub widget 3 months since feature released.
(By interact, we mean:users clicking on filters
users clicking on links
users hide or show a widget )
What's Next?
Ever since the feature is launched, we have paid close attention to hub usage and metrics on Pendo, as well as soliciting feedback from users, to make sure we are delivering the best Hub experience possible. We have identified opportunities to improve the feature:
Assess existing widgets and evaluate whether to sunset, continue data gathering, or iterate
Introduce new widgets/data/visualizations to the Dashboard Hub based on users’ needs.
For the analytic type of widget, we could also enable users to download the data in different formats such as an image, or a CSV file.
Allow users to have better capabilities to filter, sort, and search
Refine appropriate default widgets based on user roles and use cases
What I have learned
When we don't yet have a good sense of whether a feature is valuable for the users , start with a hypothesis and test multiple types of data/visualizations to gather feedback and iterate appropriately. To do this, we enabled users to hide widgets they don't find useful and track any differences that may arise based on role/vertical/use case.