Sparking curiosity in a community-focused field
Bonfire at a Glance
Bonfire is an e-procurement and sourcing suite. Bonfire helps organizations in the public sector to digitize their procurement workflows and streamline how they manage and process bids and RFPs.
業種
Government
The Challenge
公共部門の入札やRFPを初めて提出する組織にとって、このプロセスは不透明に感じられるかもしれません。Bonfireは、形式的に業務を進めている調達チームに対して、今後の流れをよりよく理解してもらい、次に起こることに備えられるように支援する教育方法を見つけたいと考えていました。
Pendoの使い方（Pendo'ing it）
Bonfireは、Pendoのアプリ内ガイドを活用して、アプリの受付モジュールやプロジェクトモジュールでの入力に基づき、ユーザーに関連情報を提供する革新的な方法を見つけました。最終的には、タイムリーなリソースを提供し、Bonfireが業務を通じて蓄積してきた豊富な知識を共有することができました。
結果
Since launch, Bonfire’s collection of benchmarking in-app guides has seen over 8,200 views, averaging around 550 views per month. The team has also heard great anecdotal feedback from customers who have gotten a lot of value from information provided in the guides.
Pendo’ing it means being able to answer questions like: What’s going on in our platform? What are users doing? What are they not doing, and why? It’s knowing our users’ journeys and also leveraging that data from an experimentation and feature perspective.
Doug MacKendrick, Manager, product management, Bonfire
共有は思いやり
公共部門では、コミュニティが重要です。税金が危機にさらされ、リソースが限られているとき、知識を共有し、サイロを取り払うことが、物事を成し遂げる唯一の方法です。Pendoは、このような考え方を持つ組織がコンテンツを共有し、ユーザーを教育するための創造的なソリューションを見つけるのを支援します。
Bonfireは、政府機関と、こうした機関の取引先がより効率的に働けるよう支援する企業です。Bonfireのチームは、政府機関に初めて入札書やRFPを提出するユーザーの体験を考慮した後、新しい取り組みを試すことに決めました。
「組織がプロジェクトに着手する際は、平均してどれくらいの時間がかかると予想すればよいか、どのように立ち上げればよいかといった点に非常に興味を持つものです」と、Bonfireのプロダクトマネジメントマネージャー、Doug MacKendrick氏は語ります。同氏は、最初から関連する情報をユーザーに提供し、最も頻繁に表明される懸念を先取りする方法を見つけたいと考えていました。
Knowledge is power
MacKendrick noted that this spirit of sharing information is key to the success of procurement teams—and in particular, those in the public sector. “Procurement is a community job. There isn’t a concern of plagiarism, it’s all best practices and people wanting to share. And it’s all about being efficient and not starting from scratch,” said MacKendrick. Without exhaustive engineering resources available to his team, MacKendrick decided to experiment with Pendo and see what he could create on his own.
MacKendrick decided to set up a Pendo in-app guide that would appear after a user submitted a request to their procurement team through Bonfire, containing helpful information about metrics, industry benchmarks, and what to expect post-submission. To ensure the information being served was relevant and actionable, MacKendrick configured these guides to appear with content corresponding to the specific category of the request being submitted.
The Bonfire team carefully curated the content that would appear for each category, ensuring the best user experience possible. “We aggregate the information, show the charts, and also provide example documents that you can click on to actually download documents based on potential community projects that are out there,” said MacKendrick.
Because of the level of customization needed based on the category being selected by the user, MacKendrick’s team had to build a number of guides to make the feature work. “These are all individual guides, but they’re all linked to each other. So in reality we actually have something like 98 benchmarking guides, but they’re all interconnected,” MacKendrick explained. He also noted that this configuration allows users to easily explore sample documentation and benchmarks related to other categories by toggling between Bonfire’s top-level categorizations—providing further insight and breaking down knowledge silos.
The team initially rolled out this experiment in Bonfire’s intake module, but has since expanded it to their project module, too. And MacKendrick has plans to continue to evolve and optimize this use case to make it even more powerful for Bonfire’s users. “In the long-term, we’d ideally have some version of an algorithm [to pre-select the right category for users] based on the description,” said MacKendrick. “We want to expose this to our full client base.”
MacKendrick and his team have heard great early anecdotal feedback from customers who have leveraged the resources in these Pendo in-app messaging guides. Despite industry-wide digital transformation headwinds, Bonfire is paving the way to help their users get ahead and feel empowered with the knowledge they’re sharing. “In the procurement space, our biggest competitor is paper,” said MacKendrick. “The reality is there’s a lot of organizations that aren’t there yet in their own journey. But we experimented with this because our more technologically advanced clients are looking for this type of information, and we want to get ahead of it.”
プロのヒント
- Get outside your comfort zone and don’t be afraid to experiment—challenge yourself to stretch beyond the intended use cases for your Pendo products
- 利用可能なツールを活用して、エンジニアの労力を削減しましょう。
- 期待を抑える — プロジェクトにエンジニアリングが関係しない場合でも、プロジェクトをサポートし、維持するチームが必要です。
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
