Putting users at the center of product decisions

Pendoは、チームが問題を解決し、可能な限り迅速かつ効率的にお客様の前に [情報を] 提供できるよう支援してくれます。
Sunny Herguth氏、プロダクト運用担当ディレクター、CarePort

A better way to reach users

In healthcare, small disruptions to a patient’s experience or a provider’s schedule can have a large impact. CarePort Health (part of WellSky) aims to minimize disruption in the care transition space with their end-to-end platform for managing electronic health record (EHR) data.

As a director of product operations at CarePort, Sunny Herguth is specifically focused on supporting the product management team with operational needs, client and internal communication, release management, and more. And they’ve been able to leverage Pendo to bolster these initiatives.

Pendoを使用すると、Herguth氏とチームは、アプリケーション内でユーザーとより効果的にコミュニケーションを図ることができ、さらにユーザーが日々使用する機能に関するフィードバックを収集することもできます。「当社のコアユーザーは非常に忙しく、顧客と直接顔を合わせる時間はあまりありません」と同氏は指摘します。「Pendoは、ユーザーに重要な情報を届け、開発作業を進めるための意見を集めるのに非常に役立っています。」

CarePortがPendoを活用した領域の1つは、月間ユーザーグループとの連携です。Herguth氏は次のように説明しています。「毎月第2木曜日の決まった時間にユーザーグループのミーティングを行うだけでは、多くのユーザーにリーチできないことはわかっていました。弊社のユーザーは複数のタイムゾーンにまたがっていることに加えて、多忙な病院や急性期後の環境にいます。」そこで、チームは、より多くのオーディエンスにリーチしてフィードバックを集めるために、毎月のセッションを録画してPendoリソースセンターに保管することにしました。

Although this strategy did result in a slight increase in the number of users providing feedback, Herguth and team felt like they were only hearing from the most vocal customers. “We wanted to hear from the people who were truly struggling [in the application], and learn how we could make their lives easier. We just weren’t getting this information, so we had to come up with a way to make it easier.”

(Feedback) timing is everything

CarePort needed to increase engagement from users (in the form of feedback submissions) while still catering to their unique needs when it came to flexibility. “Our biggest challenge was that we can never interrupt patient care, so we can’t force people to watch or listen or answer a question,” she noted. “We really had to be mindful of giving [users] the opportunity to come back on their own time, and make it as easy as possible for them to submit feedback.”

Herguth氏とチームは、単にユーザーグループの録画をリソースセンターに追加するのではなく、ライブセッション中に寄せられた質問（プロダクト内の配置やワークフローの変更など）を組み込むことにしました。アプリ内ガイドを使用して各質問のプロンプトを視聴者に配信し、録画の中で適切なタイミングで表示されるようにしました。

Herguth explained, “We broke the user group recording into segments in the Resource Center, asked the questions that were asked in the live session, and gave users the ability to respond through a poll.” This way, CarePort could not only deliver the user group content to more customers, but also collect more feedback on an ongoing basis.

こうしたリソースセンターとPendoアプリ内ガイドの活用がCarePortチームにとって効果的であることがすぐに判明しました。「最初の1か月で、ライブセッション中に25人のユーザーが回答してくれ、さらにフィードバック投票に150人のユーザーが回答してくれました」とHerguth氏は述べています。「その結果、かつてない規模となる175人のユーザーから製品開発に関する意見を得ることができました。」

After doing this for several months, CarePort has also seen a decrease in support calls as a result of building features and functionality that are more in line with what users want and need. Herguth explained, “Now we’re able to say [to users], ‘This is what we decided, this is the problem we’re solving, and here’s how we came to this solution.’ And even if users didn’t participate in the user group or polling, they still feel like they understand how we’re coming to a product decision.”

This increase in feedback from users has also helped the CarePort team identify small tweaks that can make a big impact on users’ experience. Herguth added, “In the end, our product team’s goal is getting patients transitioned to the next level of care as quickly and efficiently as possible. Any extra clicks or small moments of friction in the product just takes time away from care providers.”

Perhaps most transformative, though, was Herguth and the wider team’s ability to instill this customer-first mindset across the organization in the wake of the project. “I think it’s brought our teams together because now people will proactively suggest something like, ‘Can we put out a Pendo poll to see who’s dealing with this problem?’ And that helps the product team determine which direction to take the product,” Herguth explained. 

“Now that more teams are using [Pendo], I swear people think that Pendo could go and grab them a coffee because no matter what problem we face, someone always says, ‘Can Pendo help us with that?’”

プロのヒント

• If you have a current process that you think could be improved with Pendo, try running the process with Pendo in parallel and then comparing the results
• Don’t try to do everything with Pendo at once—break up your initiatives into short-term projects and then build on your strategy over time
• Include Pendo data in reports and presentations whenever possible in order to demonstrate the value and power of the platform to other teams and departments