Summary Note Feature Launch
Industry: Healthcare & education | Location: Leipzig | Role: Product manager & UIUX designer
Transformed and optimised an existing feature in B2B&B2C web and mobile app
Worked with an international team of 20+ people ranging from developers, Head of Product, and other skate holders
Boosted over 9% of feature usage after one week of product launch
Improved 7-day-Customer Happiness Index
Discovery
Through previous user interviews and reviewing user feature analytics, we discovered that the ‘Notes’ feature has a low percentage of usage. When asking user feedback on this feature, most of them don’t use it or have not realised the ‘Notes’ feature existed.
Translate business strategy into product strategy
Creating a sticky and learning science based product is one of our goals in the yearly OKR. After discovering the problem of a low use feature, I deep dived on understanding customer's pain point and define the product strategy of what can be done incorporating our yearly goal.
Qualitative User Interview
I have recruited and interviewed several users coming from different segments, including free trial users, subscribers and users who have been actively or stopped using the ‘Notes’ feature, in order to have a deep understanding of their user experience and current needs.
General questions about Notes feature
Why and how do they use the ‘Notes’ exactly? What do they write down?
What do they do with the notes so far: do they copy their notes to another source to have all notes in one document (paper/word/etc.)?
How do they integrate their notes into other learning materials?
Anything we can improve that they would use the tool more often?
Unmoderated remote usability testing
Let the users navigate our features freely and observe their behaviour in creating new notes and let them check out the “Notes” section and tell us what they like/don’t like, or anything we lack.
Interviewees would share their screens to demonstrate and tell us their user experience.
Define
User goals
Use our app to optimise their learning experience and reach their study goal
To have an all-in-one learning platform that helps users not only in learning, but memorising and preparing for exams
Business Goals
Create a sticky product, encourage users to create habits and keep them hooked
Increase retention rate and deliver value that copes with user needs
Optimise feature value
Problem Statements
After creating personas and collecting insights from previous findings, I have defined a few pain points of the feature:
Users find ‘Notes’ not very easy to spot because its placement is not in an ideal position
Users find ‘Notes’ difficult to organise their materials, which there is no central documentation point to access and review all their notes
Users find ‘Notes’ lack of flexibility as they cannot share, export or print their materials
Users find ‘Notes’ unattractive because they can only add plain text in the field
User Story, Initiatives & Metrics
User Story:
As a user, I can take and retrieve notes in an easier and quicker way, because I want to learn and study more efficiently to cope with my busy schedule.
Initiatives:
Enhancing usability and functionality of the feature in order to make Notes more accessible, compatible and user-friendly, hence the feature can bring more value to users.
Metric:
Increase in feature usage by 5%
Retention activity index increase by 3%
Conversion rate to first-time-buy increase by 2%
Decrease in average days to first-time-buy to 2days
Solution & Product Development
Pop up dialog
To further encourage users to adopt one of the most important retrieval taking strategies - summarising, a pop up dialog is introduced after users finished watching a lesson. Users can write down their notes/summary directly in the pop up dialog and save it. The notes will be displayed both on the note card and in the 'Notes' page.
Note list & navigation item
A central hub for notes collection is created. Users can access the Note list via clicking ‘Notes’ navigation item on the main navigation bar.
Settings & accessibility
Users can turn off/on the popup settings depending on their needs.
In addition, a 'Make a summary' button will appear on the video display at the end of the video lesson. Users can also take the chance to create their summary note through clicking this button.
Metrics
Boosted over 9% of feature usage after one week of product launch
Retention activity index increase by 5%
Conversion rate to first-time-buy increase by 1.8%
Decrease in average days to first-time-buy to 2.2days
Received positive feedback from live users in user interviews
“Self initiating, empathetic, analytical and with creative ideas and judgement. I enjoyed working with Veronica not only on a daily basis, but the knowledge and energy that she brings to the product team inspired us to achieve more. As a leader and a manager, Veronica has your back. She knows how to set realistic goals, keep everyone motivated and help us to reach bigger win”.
Daria Zobnina
UIUX Designer
Lecturio GmbH