A/B tests
A/B tests
Embedded Files
Problem:
Product adoption and user retention were plateauing, and the organization lacked a structured way to test and validate in-app onboarding experiences. Without data-backed evidence, product and design decisions were made without a clear understanding of what actually moved the needle.
Solution:
As the lead Pendo administrator and internal evangelist, I designed and ran multiple A/B tests using in-app guides to identify the most effective onboarding flows. I documented the results and shared findings with product managers, product designers, leadership, and cross-functional teams to ensure the insights drove broader product decisions.
Outcome:
The A/B testing program drove a 10% increase in both product adoption and user retention. By centralizing and disseminating the results across teams, the organization was able to scale what worked and make informed decisions across the product roadmap.
Resource Center
Resource Center
Problem:
Users relied heavily on internal support to get up and running with the product, and there was no structured system for collecting, routing, or acting on user feedback. Without a self-service path or a formal feedback process, the organization struggled to scale onboarding and respond to user needs efficiently.
Solution:
I built a self-service Resource Center to reduce dependency on internal support and launched Pendo Feedback to 250+ internal users, creating a centralized channel for capturing and routing product feedback. I also developed a product feedback policy that established clear guidelines for how feedback is collected, prioritized, and managed across the organization.
Outcome:
Users can now onboard and troubleshoot independently through the Resource Center, reducing support tickets by 40%. The feedback policy and Pendo rollout gave the organization a repeatable, scalable system for turning user input into product decisions, improving the overall user experience and shortening the path from "user raises an issue" to "team acts on it."
Click the button below to see the product feedback policy. Some information has been redacted for proprietary reasons.
Onboarding guides
Onboarding guides
Problem:
New hires and internal users struggled to get up to speed with the organization's products, leading to slow adoption. Onboarding was manual and inconsistent, with no targeted guidance for different user segments, meaning users had to figure things out on their own or rely on ad-hoc support.
Solution:
I implemented role-based automated walkthroughs in the user onboarding process by designing and building four targeted product walkthroughs, segmented by two distinct user groups. The guides are available on-demand, giving new hires a structured path to product fluency and giving all internal users a reference for deeper product knowledge.
Outcome:
Reduced onboarding time from 3 weeks to 1, streamlining the process into a self-serve experience. This shortened time-to-value for new hires, increased product knowledge across the organization, and drove greater adoption without requiring additional support resources.
The image has been redacted for proprietary reasons.
Page updated
Google Sites
Report abuse