Modernizing Watson Campaign Automation
Modernizing Watson Campaign Automation
(now Acoustic Campaign)
(now Acoustic Campaign)
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Watson Campaign Automation needed a major revitalization - not only impacting customer-facing functionality, but also building processes that allowed the product team to make better decisions.
Watson Campaign Automation needed a major revitalization - not only impacting customer-facing functionality, but also building processes that allowed the product team to make better decisions.
My work resulted in this...
My work resulted in this...
Becoming this.
Becoming this.
“The more we dig in, the more good stuff we find. So many of the common requests and issues that our clients bring to us are solved by this, and in a really intuitive interface too! …this is really exciting.”
- Business Partner
“The more we dig in, the more good stuff we find. So many of the common requests and issues that our clients bring to us are solved by this, and in a really intuitive interface too! …this is really exciting.”
- Business Partner
How?
How?
Listening to Customers
Listening to Customers
Used voice-of-the-customer metrics like NPS and UMUX-lite to collect and quantify feedback from customers
Developed processes that took feedback and informed product development & other functions
Gathered detailed user research in areas that required more depth and used design thinking techniques to build user-focused solutions
Understanding Usage
Understanding Usage
Identified and tagged important parts of customer journeys to understand how users are behaving and/or struggling
Defined OKRs and other KPIs to improve metrics that performed below expectations
Combined usage data with qualitative data from voice-of-the-customer and user research using data science techniques
Communicating Outward
Communicating Outward
Researched limitations in our current design, development, rollout, and communication procedures
Welcomed customers into our walls so they were part of the journey and could provide real-time feedback on roadmap items
Shared the story of how we prioritize things and how customer feedback informed our initiatives to promote more collaboration
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