Putting users at the center of product decisions

Pendo aide nos équipes à résoudre les problèmes et à fournir les informations nécessaires aux clients de manière aussi rapide et efficace que possible.
Sunny Herguth, Directrice des opérations produits chez 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.

Grâce à Pendo, Sunny et son équipe peuvent non seulement mieux communiquer avec les utilisateurs lorsqu’ils utilisent l’application, mais ils peuvent également recueillir des feedback sur les fonctionnalités qu’ils utilisent au quotidien. « Nos principaux utilisateurs sont extrêmement occupés et nous n'avons pas beaucoup d'occasions de rencontrer nos clients en personne », a-t-elle souligné. « Pendo nous a été d'une aide précieuse pour transmettre des informations importantes aux utilisateurs et recueillir leurs commentaires afin d'orienter notre travail de développement. »

CarePort a notamment utilisé Pendo dans le cadre de sa collaboration avec ses groupes d'utilisateurs mensuels. « Nous savions qu'en organisant simplement une réunion le deuxième jeudi du mois à une heure fixe, nous n'allions pas toucher un grand nombre de personnes. Nos utilisateurs sont répartis sur plusieurs fuseaux horaires et travaillent dans des hôpitaux très fréquentés ou des établissements de soins post-aigus », indique Mme Herguth. L'équipe a donc décidé d'enregistrer les sessions mensuelles et de les héberger dans le centre de ressources Pendo afin d'atteindre un public plus large et de recueillir davantage de retours.

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.”

Au lieu de simplement ajouter les enregistrements des groupes d'utilisateurs au centre de ressources, Mme Herguth et son équipe ont décidé d'intégrer les questions posées tout au long des sessions en direct (concernant la disposition dans le produit, les modifications apportées aux workflows, etc.). Ils ont notamment utilisé des guides in-app pour afficher chaque question aux spectateurs au bon moment dans l'enregistrement.

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.

L'utilisation du Centre de ressources et des guides in-app Pendo s'est immédiatement révélée efficace pour l'équipe CarePort. « Au cours du premier mois, 150 utilisateurs ont répondu aux sondages de feedback, en plus des 25 utilisateurs qui avaient répondu pendant la session en direct », a déclaré Sunny. Nous avons donc recueilli les avis de 175 utilisateurs pour orienter le développement de notre produit, ce qui est plus que jamais auparavant. »

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?’”

Pro tips

• 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