Conquering the learning curve, one guide at a time
Nelnet at a Glance
Nelnet is a technology company, idea incubator, start-up accelerator, and center of educational expertise. Their Business Services division provides payment technology, school administration software, and community management solutions for education and community institutions around the globe.
業種
Finance
The Challenge
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.
Pendo’ing it means realizing the power of Pendo and what we can do with it. It’s getting around developer effort. Because with Pendo, it really doesn’t take a whole lot to get something out that’s beautiful and functional.
Liz Feller, In-app help administrator, Nelnet
Ch-ch-ch-ch-changes
個人の行動を変えるのは難しいものです。たとえば、自分が作成したプロダクトを使用する何十万人ものユーザーを対象として、大規模に行動を変える場合はさらに難しくなります。しかし、Pendoを使えば難しくありません。
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.
Nelnetのアプリ内ヘルプ管理者であるLiz Feller氏は、「プラットフォームへのこれらの更新は必要で、誰もが興奮していました」と話します。「しかし、何も知らされずに初めて見たときに顧客がどう思うかについて、誰も予測できませんでした。」彼女は、Nelnetがこの特定の問題を迅速に解決し、将来的にプロダクトの変更や展開をユーザーに伝えるために、より積極的で効率的なアプローチが必要であることを知っていました。
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 also leveraged a Pendo in-app guide to encourage product adoption by users. They launched a guide featuring an image slider that demonstrated the old and new UI, side by side. The guide included a call to action (CTA) encouraging users to sign up for a webinar to learn more about the new product experience. Acknowledging this guide then triggered a banner with a countdown to the new UI rollout, so users could prepare for the change and wouldn’t be taken off guard when the update went into effect.
“[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
Pendoがどのように組織に価値を提供するかをご覧ください
