SaaS PLG Experience
As part of a PLG initiative for product incubation, the onboarding experience for Cisco SaaS products was documented and analyzed with integrating data analytics. Competitive analysis was conducted to assess potential improvements for the onboarding experience during the phases of Awareness, Consideration, Decision and Onboarding.
Research & Discovery
The current experience was documented through journey mapping in Miro with integrated data analytics from Amplitude and LogRocket correlated to steps in the process.
Human Sentiment Analysis
The journey was assessed by user sentiment - positive, neutral, and negative with areas of improvement noted and additional data investigated.
Positive
Neutral
Negative
Data Correlation
Data from LogRocket & Amplitude was correlated to steps in the journey during analysis.
Hypotheses
Based on research and analysis, hypotheses were formed and recommendations were made as to how to improve the experience and/or further research to be conducted.
Hypotheses: User confusion during consideration before signup
Hypotheses: Users do not feel compelled to signup
Hypotheses: User friction in achieving goal during sign up
Hypotheses: User confusion during signup process
Hypotheses: User friction in connecting a cluster
Competitive Analysis
Competitive experiences were analyzed similarly to correlate the information step-by-step throughout the journey.
Results
While incubation of this project was discontinued, the experience findings and the process for evaluation were used to further improvements for other products and subsequent developments as well as methods for cross-functional collaboration.