Sensei

Data-Driven Decisions
Make Happy Customers Success Stories

Role:

Product Design Lead

Client:

Density.io

Duration:

3 Sprints

Discover

Deploying Happy Customers

The Challenge

Like most internal tools born out of necessity, Sensei was designed to manage the process of bringing density’s hardware online. When it came to delivering on speed, reliability and operational efficiency, the tool fell short. This caused an operational bottle necks for new. customers waiting to deploy their hardware.

The Solution

We rebuilt Sensei to be a lean mean configuration machine. Offering Queue-like workflow that allowed users to triage the parts of the implementation process that presented bottlenecks. All while surfacing valuable user insights that allowed their customer success team to operate proactively and feel empowered.

Define

Nobody
Has Time
For That...

Framing the Problem

Sensor configuration, health and diagnostics information, are scattered across multiple organizations that are managed in different systems. This burdened the customer success team with issues like operational inefficiencies, unorganized workflows and pose potential data integrity and security risks.

Why this is HUGE!

We discovered that new customer found the time waiting in configuration to be a barrier to enjoying this new technology. Even with customer success helping them every step of the way, the process was cumbersome, unpredictable and fragmented. Not exactly the first impression we want to make on a new customer.

Refine

We Don't
Know What
We Can't See

What We Learned

After speaking to users and uncovering some valuable insights about how customers behaved. We also learned about some of the challenges the customer success team faced in supporting them. We discovered that new customer found the time waiting in while their sensors underwent configuration to be a a nuisance.

Our Goal

All themes that surfaced after speaking to customers and stakeholders led us to huddle around a single focus: Reduce the customer success team’s “Time-to-Value.” All well known KPI that’s a measure of how long it takes to onboard new customers through Density’s hardware configuration and platform deployment process.

Surfacing metrics and contextual analytics, relevant to both the configuration and post-configuration stages, will let customer success to meet their KPIs and reach time-to-value more quickly and efficiently.

Deliver

Design, Iterate, Rinse and Repeat

Several rounds of prototyping and user testing later we came up with a formula that addressed each one of the primary friction points users where experiencing.

Surface Information:

We surfaced accurate, relevant, actionable information for users need to order to get sensors through each phase of configuration quickly.

Optimize Configuration:

We redesigned the information architecture of the platform to fit the context of each stage of the process. Pre-Configured, In Configuration and Configured.