Customer pain point analysis & remedies

Whereby provides video meetings for consumers and organisations, much like Zoom or Google Hangouts.

Jul '22-Nov '22

Due to a lack of customer feedback for a new product called Embedded, I conducted a customer journey mapping exercise - leading several workshops to gain insight from the Customer Success Managers.

Use cases, pain points and potential remedies were captured and presented to the business with the aim of increasing 'activation' in the Embedded product.

On the Meetings product, patterns in the customer feedback identified problems surrounding hosting and scheduling meetings.

I delivered designs for a BETA programme and a commercial release of 'Flex Rooms', a new feature that allowed customers to host meetings without being present.

I pitched a new scheduling feature to the business, designed to help customers grow their business without any coding skills.

I also delivered three smaller projects to ensure users were extracting as much value as possible from the products: upgrades, shared room promotion and a unified subscription page.

I designed flows for a BETA release of a new Flex Rooms feature across both the Pro & Business plans. The purpose was to quickly gauge appetite for the feature in market (having received customer feedback suggesting issues with hosting meetings).

I worked closely with the Lead Product Manager & Engineer to design a potential commercial release of the Flex Rooms feature which introduced a new billing model to the customer (subscription fee + free minutes + PAYG). It was a challenge to design something that would work from a business POV without confusing the user however initial feedback was positive.

Customer feedback suggested users weren't aware of privileges they were already paying for and so this was a small discoverability project to ensure customers were extracting as much value as possible out of the product.

Customer journey mapping workshop output

This was the final output of a series of workshops I conducted with the customer success managers. The main takeaway was the volume and significance of the problems in the 'activation' phase of the customer journey. It was clear to me that some users might benefit from innovation within a different product - put simply people were trying to use a product they didn't have the skills for.

This was part of an elevator pitch for a scheduling feature. My research suggested that both Embedded and Meetings customers wanted more help scheduling meetings.