In 2017, PeoplePulse – a customer and employee survey software company – was acquired. In 2019 the Sales team noticed that its retention rate was declining. The feedback from customers was the lack of noticeable improvements in recent years. Because of its decade old fragile codebase it was decided that ELMO’s newer solution, Survey, would be updated to help transition customers over and cater their current needs.
I kickstarted the project with a discovery workshop based on Google's Design Sprint. We interviewed several subject matter experts from key departments, mapped out how a customer could transition over, and find what we needed to accomplish first to transition our first customers over. We voted to build the most popular feature used in PeoplePulse, Recipient Management, which allows customers to send survey invitations, manage email templates, and create predefined demographic filters.
I conducted several customer interviews, spoken to former PeoplePulse customers, and reviewed survey responses. After some sensemaking and synthesis I formed personas and insights and shared them with our stakeholders.
The key problems discovered from the research was that: the product was counterintuitive and difficult to navigate; iconography was ambigious; and tasks took too many steps to complete.
I designed a prototype focusing on simplifying the navigation, de-cluttering the user interface, and reducing the number of steps it took to complete a task.
The first round of usability tests were a success. The feedback was highly positive – “modern”, “easy to use”, “that’s it?”, and “Apple like”.
Product Manager Shameeta Diwakar. Business Analyst James Guyyani. Engineering Manager James Gordon. Software Engineer Jonathan Z. Software Engineer Aleks Sotirovski. Software Engineer Sunil Shenoy. Software Engineer Pum. Software Engineer Yifei Yu.
Sales Manager Chris Chilton. Digital Project Manager Emily Thomas. Marketing Consultant Arman Haghi. Program Manager Jeremy Simmons. Digital Project Manager Samantha Cai. Digital Project Manager Theresa Doung. Digital Project Manager Bhumika Trivedi. Digital Project Manager Ranbir Dhillon. Project Manager Support Amy Sun.