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TOTW: Use PX for Change Management

  • 21 July 2020
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It’s Tip of the Week Tuesday! Today I’ll be focusing on using PX for change management

When you think of PX engagements, it’s easy to think of bright, splashy engagements that highlight an exciting new feature or inform users of an upcoming event. But what about less “newsworthy” changes? Consider the following situations:

  • You’ve changed some things around in your UI. You’ve already made a PX dialog announcement to unveil the new design. How do you reduce friction for users getting used to those improvements? 

  • Users have to use your application in their daily work. For those users, you may care more about user efficiency than user retention, and you need to inform them of changes without getting in their way. 

  • You have a new version of your product, and you have users migrating over from the legacy version. You need a way to re-orient them to the features they’ve been used to. 

Manage Change with Engagements

Build a lightweight experience to onboard users to product/UI changes

Try using non-invasive engagements to help users get up to speed quickly. 

 

1-2 step Guide Triggered by Badge

  • This allows the user to opt in to that tooltip and learn about the change. You may want to use this for less critical changes. Still, the user’s attention will still be drawn to the UI element you are highlighting. 

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1-2 step Guides

  • For more important changes, you may want to have a 1-2 step guide that informs the user of the change - with or without the overlay depending on your preference.

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Manage Change with Analytics

Measure the impact on user efficiency

Your product and engineering teams will likely be interested in whether a workflow change has made an impact on user efficiency. 

 

Funnel Report

With a PX Funnel report, you can map out key steps in a workflow and see the dropoff rate from step to step. Not only that, but you can also measure:

  • Average time between steps

  • Total time spent on a workflow

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This will allow you to:

  1. Measure current user efficiency on workflows and
  2. Measure the impact of product changes on user efficiency. 

 

Manage Change with Surveys

Measure user sentiment

Great, so you can measure user efficiency - but do users like the change? Do they feel more efficient? It’s important to have both qualitative and quantitative data when measuring the impact of changes. 

 

CES Survey

By using a Customer Effort Score (CES) survey, you can measure the user’s perception of how easy they think it was to accomplish their task. User comments can be captured as well. 

 

Here are a few ways you can implement a CES survey:

  • Have a big change coming up for a certain workflow? Create a CES survey to get a baseline of how your users are currently perceiving the feature’s required effort. 

  • Once the change is released, send out a CES survey after the release. You can make sure this is targeted only to users who have used the feature since it was released (that’s the power of PX!). 

  • Compare the results of the first survey to the second. Did your engineering efforts move the needle on your CES results? Make sure to socialize any trends. 

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The best part of all these strategies is that you can easily communicate with your users at scale about small changes. Not only does it help your users get oriented to changes more quickly, but it also frees up your customer-facing teams to focus on bigger-picture initiatives like large feature releases and achieving outcomes. 


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