HOW MIGHT WE EMPOWER THE HEAD OF DIGITAL TO BETTER CONNECT WITH HIS DATA IN MORE MEANINGFUL, ENGAGING AND ULTIMATELY VALUABLE WAYS? 

 

PROBLEM

Noted in the client usability survey, Kenshoo clients lamented about the company's lack of reporting and—more specifically—visual reporting. Kenshoo’s existing dashboard solution was old, built on outdated visual framework, and furthermore had less than 1% adoption among clients. In addition, Kenshoo was looking to increase their exposure to senior marketing executives among their client base.

SOLUTION

We started with discovery to help further define the problem and identify opportunities. I performed contextual interviews with various "Heads of Digital" across Kenshoo's clients. From there we synthesized the research and kicked off a intense design sprint to jump start the project. In the end, we followed the research to bring an insights driven dashboarding solution that will help Marketing leaders connect the dots between their marketing efforts across channel, audience, and device.   

Wow! Beautiful, simply beautiful. Now that’s the future of Kenshoo.
— Yoav Izhar-Prato, CEO & Co-Founder @ Kenshoo
 

MY CONTRIBUTIONS

  • Led discovery research and uncovered value opportunities for Kenshoo aimed at a new persona: the "Head of Digital"

  • Developed a shared understanding of the new persona—"Head of Digital”—within our existing clients, their needs and goals, and how Kenshoo might help them to be more empowered around analytics and planning.

  • Led a design sprint in order to quickly and iteratively develop a new concept aimed at uncovering value for the Head of Digital—playing the part of the Facilitator and the Lead Designer. 

  • Created a new product & direction targeted at a new persona and open up new growth opportunities

  • Drove alignment across management, product, design, and engineering about the new cross product agenda and offering.

  • Designed & defined user experience guidelines, wireframes, and flows for the new product as well as individual data visualization ideas, concepts, and widgets.  

  • Tested and validated concept direction internally & externally with target persona group—iterated, improved, and retested.

  • Designed vision concept (UX & UI) to tell the story of Kenshoo Connect to both internal stakeholders and Board of Directors and for Product Showcase at K8 - Kenshoo's annual client conference.  

 

LED TEAMMATES THROUGH THE GV DESIGN SPRINT TO JUMP START THE PROJECT. 5 DAYS, LOTS OF COFFEE, POST IT NOTES GALORE. 

LED TEAMMATES THROUGH THE GV DESIGN SPRINT TO JUMP START THE PROJECT. 5 DAYS, LOTS OF COFFEE, POST IT NOTES GALORE. 

INITIAL WIREFRAME CONCEPT COMING OUT OF DESIGN SPRINT THAT WE USED TO GENERATE ADDITIONAL VERSIONS. 

INITIAL WIREFRAME CONCEPT COMING OUT OF DESIGN SPRINT THAT WE USED TO GENERATE ADDITIONAL VERSIONS. 

VISION CONCEPT DEVELOPED TO HELP GUIDE INTERNAL AND EXTERNAL DISCUSSIONS, GATHER FEEDBACK, AND ARTICULATE THE FUTURE OF KENSHOO

VISION CONCEPT DEVELOPED TO HELP GUIDE INTERNAL AND EXTERNAL DISCUSSIONS, GATHER FEEDBACK, AND ARTICULATE THE FUTURE OF KENSHOO

HOW MIGHT WE MEASURE & MONITOR THE USABILITY OF KENSHOO'S VARIOUS PLATFORMS TO IMPROVE OUR CLIENTS' EXPERIENCE?

 

PROBLEM 

At the time, Kenshoo was a 6 year old SAAS platform that was receiving poor marks on usability and experience from not only its clients, but also from internal and executive teams. They knew that they had to do something to address the growing usability issues, but didn't know where to start.

SOLUTION

In order to get started, we needed to know where we were--plus we needed an measurable way to monitor and see if anything we might do will move the needle. I leveraged the industry standard System Usability Scale (SUS) in order to quantify and qualify the problem. From the data, I was able to give concrete and actionable insights to the product team on what areas were "the worst" from a usability perspective and what our plan of attack.

RESULTS

+ 8% YOY
SUS Score across Kenshoo’s products
 

MY CONTRIBUTIONS:

  • Leveraged the industry standard system usability scale (SUS) to design a survey aimed at measuring Kenshoo's clients' perception of usability. 
  • Devised a satisfaction scoring system to measure the 10 core experience pillars related to the customer experience.
  • Augmented survey data with internal client and customer data in order to better uncover correlations and insights to the feedback. 
  • Analyzed results on a 6 month rolling schedule identifying potential biases based on survey participation, client profiles, and external factors like training  
  • Instituted a regular schedule for repeated measurement in order to track progress overtime 
  • Coordinated cross functionally to ensure automated delivery, tracking, and reporting integration with CRM and Customer Experience management systems.
  • Collaborated with CS leadership to ensure a continuous feedback loop through customer success teams. 
  • Partnered with Product and Leadership teams to help operationalize the data--turning insights to action.