Conquering the learning curve, one guide at a time
Nelnetの概要
アプリ内ヘルプ管理者
Liz Feller氏
Nelnetはテクノロジー企業、アイデアインキュベーター、スタートアップアクセラレータ、教育専門知識の中心です。同社のビジネスサービス部門は、世界中の教育機関・コミュニティ機関向けに、決済テクノロジー、学校管理ソフトウェア、コミュニティ管理ソリューションを提供しています。
課題
Nelnet’s operations team was flooded with customer calls following a product release involving renaming one of their products. They also needed a way to push users to adopt newer versions of their platform by educating them ahead of the change.
Pendoの使い方（Pendo'ing it）
Nelnet leveraged Pendo in-app guides to help their users overcome these product learning curves quickly and efficiently—while laying the groundwork for even more seamless feature launches ahead.
結果
By using Pendo in-app guides to inform users of product changes and updates, Nelnet significantly reduced their operations call center volume and established processes to improve collaboration between their internal teams.
目次
「Pendoを活用する」とは、Pendoの力を理解し、それを使って何ができるかを認識することを意味します。Pendoで開発者の負荷を回避できるほか、Pendoを使えば、美しく機能的なものを作るのにそれほど手間はかかりません。
Nelnet アプリ内ヘルプ管理者 Liz Feller氏
Ch-ch-ch-ch-changes
Changing individual behaviors is hard. Doing it at scale—say, for hundreds of thousands of people using a product you created—is harder. But not with Pendo.
When Nelnet rebranded and renamed one of their products in 2019, it had an almost-immediate impact on their users’ experience. With the rename came a re-alphabetization of the Nelnet app’s primary navigation. Their users—who weren’t aware of the change before the update went live—were sent into a frenzy when they couldn’t find the product they were used to looking for.
“[These updates to our platform] were needed, and everybody was excited,” said Liz Feller, in-app help administrator for Nelnet business services, “but nobody quite had the foresight of what our customers would think when they saw it for the first time with no heads up.” She knew Nelnet needed a quick fix to this particular issue—and a more proactive, efficient approach for communicating product changes and rollouts to their users in the future.
Small actions, big impact
Feller’s team sprung into action, launching a Pendo in-app guide and custom badge activation to help steer their users towards the correct area of the app—while simultaneously educating them about the name change. “It was something that we were able to get out quickly, match our product, not use developer time, and communicate really easily in-app,” said Feller. “It really spoke to the power of how quickly you can get something done so that your user base is as uninterrupted as possible.”
It was also easy for the Nelnet team to take the guide down once it had served its purpose, tailoring the guide’s rules to disappear after users had acknowledged it and successfully navigated the new user interface (UI).
Nelnetは、ユーザーによるプロダクトの定着化を促進するために、Pendoアプリ内ガイドを活用しました。古いUIと新しいUIを並べて示す画像スライダーを備えたガイドをリリースしました。このガイドには、新しいプロダクト体験についてさらに学ぶためにウェビナーに登録するようユーザーに促す行動喚起（CTA）が含まれていました。このガイドを確認すると、新しいUIの展開までのカウントダウンを含むバナーが表示され、これによりユーザーは変更に備えることができ、アップデートが適用された際に驚かないようにすることができました。
“[Pendo-ing our product like this] was the first time we were able to show our operations team how much of an impact Pendo could make in a small way,” said Feller. “It encouraged us to talk amongst ourselves, find those pain points, and look at how to communicate and streamline the process for our customers so we can continue to deliver innovative experiences and products.”
プロのヒント
- Break down silos and prioritize cross-departmental collaboration
- Communicate product changes early and often, leveraging in-app messaging to reach the right audiences, at the right time
- Encourage your team to reflect on what went well (or not so well) with each release—they’re all learning opportunities
