SaaS PLG Experience
As part of a PLG initiative for product incubation, the onboarding experience for Cisco SaaS products was documented and analyzed with integrated data analytics. Competitive analysis was conducted to assess potential improvements for the onboarding experience during the phases of Awareness, Consideration, Decision and Onboarding.
Research & Discovery
The current experience was documented through journey mapping in Miro with integrated data analytics from Amplitude and LogRocket correlated to steps in the process.
Human Sentiment Analysis
The journey was assessed by user sentiment - positive, neutral, and negative with areas of improvement noted and additional data investigated.
Positive
Neutral
Negative
Data Correlation
Data from LogRocket & Amplitude was correlated to steps in the journey during analysis. There were significant drop-offs during the registration process that required drilling down into the experience to understand and improve.
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Requirements
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The solution to so many problems we humans have is simplification. So how do we get people from Point A to Point B with as little friction as possible? And can Artificial Intelligence help?
Hypotheses
Based on research and analysis, hypotheses were formed and recommendations were made as to how to improve the experience and/or further research to be conducted.
Competitive Analysis
Competitive experiences were analyzed similarly to correlate the information step-by-step throughout the journey.
Outcomes
While incubation of this project was discontinued, the experience findings and the process for evaluation were used to further improvements for other products and subsequent developments as well as methods for cross-functional collaboration.