How I Pendo Adoption

Conquering the learning curve, one guide at a time

See how Nelnet used Pendo in-app guides to educate users about an important feature name change and prepare them for an upcoming platform overhaul

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

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.

成果

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.

Liz Feller

In-app help administrator

Nelnet

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.

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.

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 | Pendo Product Screenshot

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