From an Anesthesiologist - 2024
HOW IT STARTS
We began receiving more feedback indicating that users are uncertain about how to get started.
And as our customer base grew, we didn't see a corresponding increase in WAU on the platform.
Customer Base
Weekly Active Users
The D30 retention rate is also decreasing...
-58.2%
DIVE DEEPER
So why WAU didn’t increase as expected?
Data shows a significant early drop-off, with 90% of users never creating a board or chart.
Day 1 User Flow
Log in
Add a Board/Chart
Edit Boards/Charts
Reopen Boards/Charts
Others
Drop-off
Drop-off
Others
Drop-off
Others
Interviews show the steep learning curve hinders quick insights.
But why active users keep coming back?
Key factor: a board created by our consulting team.
Have at least 1 dashboard created in consultation with the medical impact team.
Accessing data to monitor a process and report relevant quality metrics.
41%
23%
Have data analysis skills and familiarity with data analytics.
15%
Therefore, we believe users need an easy way to access meaningful data insights without a steep learning curve from the start.
user flow
Based on the identified issues, I designed a new onboarding flow and presented it to stakeholders.
Login with hospital email
Home screen
Detect user’s role & department
Model prompts the user with relevant topics
Popular boards
Dashboards
Charts
Dashboards
Charts
Boards Library
Contact customer service team
First time login?
Home screen
Yes
If failed
No
I added this action here because some customers failed at this step without a way to report the issue.
Recommend popular boards based on users’ department and interests to help them get started quickly.
Boards Library
Sync design
To ensure the idea was feasible, I also spoke with the clinical team and devs to gather their input.
Clinical Team
Q: Can we create official starter boards to share with all customers, designed around common interests?
A: Yes, but we can only use metrics that are shared across all customers. It would also make more sense to organize them by topic.
Engineering Team
Q: Can we automatically detect a user’s role and department at login and suggest relevant topics based on that?
A: No, we can't reliably detect the user's role and department at login without their input.
Solutions
Understand Users Interests
Before
We found users didn’t click “Set Up Profile” during onboarding because they didn’t understand its purpose or how long it would take.
After
The 2-step onboarding helps users set up their profile quickly and enables us to tailor content to their needs.
Welcome to AdaptX!
NEXT
Please confirm your role.
Anesthesiologist
And your department.
Anesthesiology and Perioperative Medicine
1/2
Reflecting discussions with the dev team, I added a step to get user confirmation.
Let’s Personalize Your Content
done
Effective Pain Control
Anesthesia Prep Time
Department Operation
Surgery Time
Drug Use
Postoperative Pain Management
Monitoring and Recovery
Clinical Outcomes
Post-Discharge
Others
Select the following topics that interest you.
2/2
back
Recommend Popular Boards
Before
New users land on a blank home screen with multiple "Create" buttons, but they don’t yet understand what they’re supposed to create.
After
Add a “Popular Boards” section at the top to help new users quickly explore curated boards tailored to their interests.
Create one or duplicate any popular board to become yours.
Boards
Charts
No Assessment yet. Let’s create one!
Need help? Contact help@adaptx.com
Nav Tab
Nav Tab
Nav Tab
CREATE
3
Home
CREATE BOARD
Explore and Get Started
Click any board above to discover what AdaptX can do for you and see what's trending in your department.
Got it
Engagement via Favorites
Before
The user flow buries and renames 'Subscribe' as 'Watch This Board,' making it hard to find or understand—especially for new users.
Email subscription conversion rate
<2%
Home screen
Control board screen
Dropdown menu
Click a board
“Watch this Board”
Click the “More” icon
After
Surface the subscribe button and prompt the feature to new users who spend time on the board or return to it frequently.
5/1/2024
5/8/2024
5/15/2024
5/22/2024
30
40
50
60
70
80
90
Minutes
Mean: 58.4
Cohort 1
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
Mean: 58.4
5/2/2024
5/6/2024
5/10/2024
5/14/2024
5/18/2024
5/22/2024
Cohort 1
30
40
50
60
70
80
90
Minutes
Mean: 58.4
5/2/2024
5/5/2024
5/8/2024
5/11/2024
5/14/2024
5/17/2024
5/20/2024
5/23/2024
Cohort 1
30
40
50
60
70
80
90
5/1/2024
5/10/2024
5/16/2024
5/4/2024
5/13/2024
5/7/2024
5/19/2024
5/22/2024
Minutes
Mean: 58.4
Cohort 1
198
182
171
157
156
201
149
275
149
197
121
246
96
54
96
54
C-Section
Cholecystectomy Laparoscopic
Appendectomy Laparoscopic
D&C Suction
Hysterectomy Abdominal Lap c/Robotics
Gastric Sleeve Laparoscopic
Laparoscopy Diagnostics
Procedure Name
Cohort 2
Cohort 1
Procedure Name
Value
30
40
50
60
70
80
90
5/1/2024
5/7/2024
5/5/2024
5/11/2024
5/3/2024
5/9/2024
5/13/2024
5/15/2024
5/17/2024
5/19/2024
5/21/2024
5/23/2024
Minutes
Mean: 58.4
Cohort 1
Control Boards
Tab Name
Tab Name
CREATE
3
Improving PACU Throughput: A Data Perspective
View Only
Favorite for Timely Insights
Favorite this board for email alerts on key metric changes and easy access later.
Got it
I also surfaced 2 high-traffic buttons based on Service team input and click data.
Challenges
We need to create official starter boards for new customers if no popular boards are available yet.
However, should we grant default edit permissions for these boards to individual users?
Starter Board
(Users own)
Edit Board
Share with department (if wished)
Start editing easily
Not ideal for version control
Starter Board
(AdaptX own)
Users change anything
Duplicate Board
Notice users “duplicate to edit”
A New Board Created
(Users own)
Beneficial for version control, fits persona
Extra steps before editing
Based on our persona and goals, we decided to:
Before
Access level not visible
Viewers aren’t prevented from editing but see an error afterward saying “changes won’t be saved”.
After
Clearly show the access level
Capacity Project Starting 6/1/2024
View Only
Request to edit
Viewers can easily tell if a board is view-only or they can request edit access.
Before
Can only duplicate via the “More” menu
It’s unclear to users why duplication is needed or where to find it.
After
Quickly duplicate to enable board editing
Want to Edit the Board?
You can click “Request to Edit” to ask for collaboration access, or duplicate this board to create your own.
duplicate board
request to edit
When edit intent is detected, users will see a notice with shortcut actions available.
RESULTS
We met and surpassed our goals to reduce drop-off and boost retention.
73%
in Weekly Active Users
54%
in Monthly Active Users
68%
in first day drop-off rate
Additionally, more users enabled email notification, with 80% clicking through to return.
[Step 1] Sign up for notifications.
[Step 2] Tap the notification to return to the platform.
Before
Now
71%
80%
19%
43%
Interviews showed users found helpful data faster and engaged in more frequent internal discussions.
NEXT STEPs
However, we found that many users who duplicated the board still struggled with editing it.
Next, I recommend to streamline the editing flow and adding an AI assistant for chart building.
Check out more projects
Healthcare Benchmarking Tool That Raised Renewals
Designed a intuitive system that drove 70% contract renewals and converted 66% of hesitant clients.
View More →
Making City Exploration Inclusive for Blind Users
Won top prize “People’s Choice” at HCDE Open House for an exploration app designed for low-vision users.
View More →
Boosting User Retention and Revenue for a Game
Defined product strategy alongside the PM, resulting in a 113% growth in ARPDAU and a 28% in D1 retention
View More →
From an Anesthesiologist - 2024
HOW IT STARTS
We began receiving more feedback indicating that users are uncertain about how to get started.
As our customer base grew, our team began receiving more emails and feedback from users, indicating that they were struggling to use the platform to find answers to their questions.
And as our customer base grew, we didn't see a corresponding increase in WAU on the platform.
We need to dive deeper into the problem and identify the obstacles preventing users from achieving their goals with our product.
Customer Base
Weekly Active Users
The D30 retention rate is also decreasing...
-58.2%
DIVE DEEPER
So why WAU didn’t increase as expected?
To understand the reasoning behind the behavior, I gathered quantitative data from Datadog charts and qualitative insights through user interviews and site observations.
Data shows a significant early drop-off, with 90% of users never creating a board or chart.
Many users struggle to create even a basic chart initially, and those who manage to create one still face challenges in building the right charts to answer their questions.
Day 1 User Flow
Log in
Add a Board/Chart
Edit Boards/Charts
Reopen Boards/Charts
Others
Drop-off
Drop-off
Others
Drop-off
Others
User interviews show the steep learning curve hinders quick insights.
Users often launch the platform with a gut feeling, but the steep learning curve prevents them from quickly gaining valuable insights, leading them to lose interest and not return.
But why some active users keep coming back?
Key factor: a board created by our consulting team.
Users with the following characteristics tend to use our platform frequently and stay engaged for a long time.
Have at least 1 dashboard created in consultation with the medical impact team.
Accessing data to monitor a process and report relevant quality metrics.
41%
23%
Have data analysis skills and familiarity with data analytics.
15%
Therefore, we believe users need an easy way to access meaningful data insights without a steep learning curve from the start.
SET GOAL
Business goals:
Design goals:
user flow
Based on the identified issues, I designed a new onboarding flow and presented it to stakeholders.
The original onboarding screen was just a welcome message, offering little value. I aimed to quickly surface meaningful insights without requiring users to take dozens of actions first.
Login with hospital email
Home screen
Detect user’s role & department
Model prompts the user with relevant topics
Popular boards
Dashboards
Charts
Dashboards
Charts
Boards Library
Contact customer service team
First time login?
Home screen
Yes
If failed
No
I added this action here because some customers failed at this step without a way to report the issue.
Recommend popular boards based on users’ department and interests to help them get started quickly.
Boards Library
Sync design
To ensure the idea was feasible, I also spoke with the clinical team and devs to gather their input.
We received stakeholder approval, but I needed to ensure alignment with the clinical team and developers, especially to confirm the technical feasibility of certain details.
Clinical Team
Q: Can we create official starter boards to share with all customers, designed around common interests?
A: Yes, but we can only use metrics that are shared across all customers. It would also make more sense to organize them by topic.
Engineering Team
Q: Can we automatically detect a user’s role and department at login and suggest relevant topics based on that?
A: No, we can't reliably detect the user's role and department at login without their input.
Solutions
Understand Users Interests
Before
We found users didn’t click “Set Up Profile” during onboarding because they didn’t understand its purpose or how long it would take.
After
The 2-step onboarding helps users set up their profile quickly and enables us to tailor content to their needs.
Welcome to AdaptX!
NEXT
Please confirm your role.
Anesthesiologist
And your department.
Anesthesiology and Perioperative Medicine
1/2
Reflecting discussions with the dev team, I added a step to get user confirmation.
Let’s Personalize Your Content
done
Effective Pain Control
Anesthesia Prep Time
Department Operation
Surgery Time
Drug Use
Postoperative Pain Management
Monitoring and Recovery
Clinical Outcomes
Post-Discharge
Others
Select the following topics that interest you.
2/2
back
Recommend Popular Boards
Before
New users land on a blank home screen with multiple "Create" buttons, but they don’t yet understand what they’re supposed to create.
After
Add a “Popular Boards” section at the top to help new users quickly explore curated boards tailored to their interests.
Create one or duplicate any popular board to become yours.
Boards
Charts
No Assessment yet. Let’s create one!
Need help? Contact help@adaptx.com
Nav Tab
Nav Tab
Nav Tab
CREATE
3
Home
Explore and Get Started
Click any board above to discover what AdaptX can do for you and see what's trending in your department.
Got it
Engagement via Favorites
Before
The user flow buries and renames 'Subscribe' as 'Watch This Board,' making it hard to find or understand—especially for new users.
Email subscription conversion rate
<2%
Home screen
Control board screen
Dropdown menu
Click a board
“Watch this Board”
Click the “More” icon
After
Surface the subscribe button and prompt the feature to new users who spend time on the board or return to it frequently.
5/1/2024
5/8/2024
5/15/2024
5/22/2024
30
40
50
60
70
80
90
Minutes
Mean: 58.4
Cohort 1
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
Mean: 58.4
5/2/2024
5/6/2024
5/10/2024
5/14/2024
5/18/2024
5/22/2024
Cohort 1
30
40
50
60
70
80
90
Minutes
Mean: 58.4
5/2/2024
5/5/2024
5/8/2024
5/11/2024
5/14/2024
5/17/2024
5/20/2024
5/23/2024
Cohort 1
30
40
50
60
70
80
90
5/1/2024
5/10/2024
5/16/2024
5/4/2024
5/13/2024
5/7/2024
5/19/2024
5/22/2024
Minutes
Mean: 58.4
Cohort 1
198
182
171
157
156
201
149
275
149
197
121
246
96
54
96
54
C-Section
Cholecystectomy Laparoscopic
Appendectomy Laparoscopic
D&C Suction
Hysterectomy Abdominal Lap c/Robotics
Gastric Sleeve Laparoscopic
Laparoscopy Diagnostics
Procedure Name
Cohort 2
Cohort 1
Procedure Name
Value
30
40
50
60
70
80
90
5/1/2024
5/7/2024
5/5/2024
5/11/2024
5/3/2024
5/9/2024
5/13/2024
5/15/2024
5/17/2024
5/19/2024
5/21/2024
5/23/2024
Minutes
Mean: 58.4
Cohort 1
Control Boards
Tab Name
Tab Name
CREATE
3
Improving PACU Throughput: A Data Perspective
View Only
Favorite for Timely Insights
Favorite this board for email alerts on key metric changes and easy access later.
Got it
I also surfaced 2 high-traffic buttons based on Service team input and click data.
Challenges
We need to create official starter boards for new customers if no popular boards are available yet.
For newly onboarded customers who have just signed the contract with us and don’t yet have popular user-favorited boards, we’ll provide AdaptX Admin–created starter boards as a starting point.
However, should we grant default edit permissions for these boards to individual users?
The question of whether to guide and empower users to edit and customize their own dashboards has been discussed for weeks, but it's difficult to settle on a decision. Both ways have benefits to users.
Starter Board
(Users own)
Edit Board
Share with department (if wished)
Start editing easily
Not ideal for version control
Starter Board
(AdaptX own)
Users change anything
Duplicate Board
Notice users “duplicate to edit”
A New Board Created
(Users own)
Beneficial for version control, fits persona
Extra steps before editing
Based on our persona and goals, we decided to:
Before
Access level not visible
Viewers aren’t prevented from editing but see an error afterward saying “changes won’t be saved”.
After
Clearly show the access level
Capacity Project Starting 6/1/2024
View Only
Request to edit
Viewers can easily tell if a board is view-only or they can request edit access.
Before
Can only duplicate via the “More” menu
It’s unclear to users why duplication is needed or where to find it.
After
Quickly duplicate to enable board editing
Want to Edit the Board?
You can click “Request to Edit” to ask for collaboration access, or duplicate this board to create your own.
duplicate board
request to edit
When edit intent is detected, users will see a notice with shortcut actions available.
RESULTS
We met and surpassed our goals to reduce drop-off and boost retention.
Users began seeing meaningful data upon logging in, which encouraged them to explore the platform’s full potential.
73%
in Weekly Active Users
54%
in Monthly Active Users
68%
in first day drop-off rate
Additionally, more users enabled email notification, with 80% clicking through to return.
As discussion and collaboration around the same boards grows, more users are opting into notifications and returning to stay updated on version changes.
[Step 1] Sign up for notifications.
[Step 2] Tap the notification to return to the platform.
Before
Now
71%
80%
19%
43%
Interviews showed users found helpful data faster and engaged in more frequent internal discussions.
When users log in to the same board, it encourages more frequent discussions, helping spread the word and prompting deeper engagement with the platform.
NEXT STEPs
However, we found that many users who duplicated the board still struggled with editing it.
We’ve addressed the issue of users not understanding the platform’s values and capabilities, but for those looking to take the next step, our current flows remain confusing.
Next, I recommend to streamline the editing flow and adding an AI assistant for chart building.
Many users forget their original questions while trying hard to create a chart. An AI assistant could provide a helpful starting point and gradually guide them to become power users.
Check out more projects
Healthcare Benchmarking Tool That Raised Renewals
Designed a intuitive system that drove 70% of users with this feature renewed contracts, and 66% of hesitant clients were converted.
View More →
Making City Exploration Inclusive for Blind Users
Won the top prize “People’s Choice” at HCDE Open House for an exploration app designed for low-vision users.
View More →
Boosting User Retention and Revenue for a Game
Defined product strategy alongside the PM, resulting in a 113% growth in ARPDAU and a 28% in D1 retention
View More →
From an Anesthesiologist - 2024
HOW IT STARTS
We began receiving more feedback indicating that users are uncertain about how to get started.
As our customer base grew, our team began receiving more emails and feedback from users, indicating that they were struggling to use the platform to find answers to their questions.
And as our customer base grew, we didn't see a corresponding increase in WAU on the platform.
We need to dive deeper into the problem and identify the obstacles preventing users from achieving their goals with our product.
Customer Base
Weekly Active Users
The D30 retention rate is also decreasing...
-58.2%
DIVE DEEPER
So why WAU didn’t increase as expected?
To understand the reasoning behind the behavior, I gathered quantitative data from Datadog charts and qualitative insights through user interviews and site observations.
Data shows a significant early drop-off, with 90% of users never creating a board or chart.
Many users struggle to create even a basic chart initially, and those who manage to create one still face challenges in building the right charts to answer their questions.
Day 1 User Flow
Log in
Add a Board/Chart
Edit Boards/Charts
Reopen Boards/Charts
Others
Drop-off
Drop-off
Others
Drop-off
Others
User interviews show the steep learning curve hinders quick insights.
Users often launch the platform with a gut feeling, but the steep learning curve prevents them from quickly gaining valuable insights, leading them to lose interest and not return.
But why some active users keep coming back?
Key factor: a board created by our consulting team.
Users with the following characteristics tend to use our platform frequently and stay engaged for a long time.
Have at least 1 dashboard created in consultation with the medical impact team.
Accessing data to monitor a process and report relevant quality metrics.
41%
23%
Have data analysis skills and familiarity with data analytics.
15%
Therefore, we believe users need an easy way to access meaningful data insights without a steep learning curve from the start.
SET GOAL
Business goals:
Design goals:
user flow
Based on the identified issues, I designed a new onboarding flow and presented it to stakeholders.
The original onboarding screen was just a welcome message, offering little value. I aimed to quickly surface meaningful insights without requiring users to take dozens of actions first.
Login with hospital email
Home screen
Detect user’s role & department
Model prompts the user with relevant topics
Popular boards
Dashboards
Charts
Dashboards
Charts
Boards Library
Contact customer service team
First time login?
Home screen
Yes
If failed
No
I added this action here because some customers failed at this step without a way to report the issue.
Recommend popular boards based on users’ department and interests to help them get started quickly.
Boards Library
Sync design
To ensure the idea was feasible, I also spoke with the clinical team and devs to gather their input.
We received stakeholder approval, but I needed to ensure alignment with the clinical team and developers, especially to confirm the technical feasibility of certain details.
Clinical Team
Q: Can we create official starter boards to share with all customers, designed around common interests?
A: Yes, but we can only use metrics that are shared across all customers. It would also make more sense to organize them by topic.
Engineering Team
Q: Can we automatically detect a user’s role and department at login and suggest relevant topics based on that?
A: No, we can't reliably detect the user's role and department at login without their input.
Solutions
Understand Users Interests
Before
We found users didn’t click “Set Up Profile” during onboarding because they didn’t understand its purpose or how long it would take.
After
The 2-step onboarding helps users set up their profile quickly and enables us to tailor content to their needs.
Welcome to AdaptX!
NEXT
Please confirm your role.
Anesthesiologist
And your department.
Anesthesiology and Perioperative Medicine
1/2
Reflecting discussions with the dev team, I added a step to get user confirmation.
Let’s Personalize Your Content
done
Effective Pain Control
Anesthesia Prep Time
Department Operation
Surgery Time
Drug Use
Postoperative Pain Management
Monitoring and Recovery
Clinical Outcomes
Post-Discharge
Others
Select the following topics that interest you.
2/2
back
Recommend Popular Boards
Before
New users land on a blank home screen with multiple "Create" buttons, but they don’t yet understand what they’re supposed to create.
After
Add a “Popular Boards” section at the top to help new users quickly explore curated boards tailored to their interests.
Create one or duplicate any popular board to become yours.
Boards
Charts
No Assessment yet. Let’s create one!
Need help? Contact help@adaptx.com
CREATE Chart
Nav Tab
Nav Tab
Nav Tab
CREATE
3
Home
CREATE BOARD
Explore and Get Started
Click any board above to discover what AdaptX can do for you and see what's trending in your department.
Got it
Engagement via Favorites
Before
The user flow buries and renames 'Subscribe' as 'Watch This Board,' making it hard to find or understand—especially for new users.
Email subscription conversion rate
<2%
Home screen
Control board screen
Dropdown menu
Click a board
“Watch this Board”
Click the “More” icon
After
Surface the subscribe button and prompt the feature to new users who spend time on the board or return to it frequently.
5/1/2024
5/8/2024
5/15/2024
5/22/2024
30
40
50
60
70
80
90
Minutes
Mean: 58.4
Cohort 1
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
5/11/2024
5/2/2024
5/20/2024
Cohort 1
Mean: 58.4
30
40
50
60
70
80
90
Minutes
Mean: 58.4
5/2/2024
5/6/2024
5/10/2024
5/14/2024
5/18/2024
5/22/2024
Cohort 1
30
40
50
60
70
80
90
Minutes
Mean: 58.4
5/2/2024
5/5/2024
5/8/2024
5/11/2024
5/14/2024
5/17/2024
5/20/2024
5/23/2024
Cohort 1
30
40
50
60
70
80
90
5/1/2024
5/10/2024
5/16/2024
5/4/2024
5/13/2024
5/7/2024
5/19/2024
5/22/2024
Minutes
Mean: 58.4
Cohort 1
198
182
171
157
156
201
149
275
149
197
121
246
96
54
96
54
C-Section
Cholecystectomy Laparoscopic
Appendectomy Laparoscopic
D&C Suction
Hysterectomy Abdominal Lap c/Robotics
Gastric Sleeve Laparoscopic
Laparoscopy Diagnostics
Procedure Name
Cohort 2
Cohort 1
Procedure Name
Value
30
40
50
60
70
80
90
5/1/2024
5/7/2024
5/5/2024
5/11/2024
5/3/2024
5/9/2024
5/13/2024
5/15/2024
5/17/2024
5/19/2024
5/21/2024
5/23/2024
Minutes
Mean: 58.4
Cohort 1
Control Boards
Tab Name
Tab Name
CREATE
3
Improving PACU Throughput: A Data Perspective
View Only
Favorite for Timely Insights
Favorite this board for email alerts on key metric changes and easy access later.
Got it
I also surfaced 2 high-traffic buttons based on Service team input and click data.
Challenges
We need to create official starter boards for new customers if no popular boards are available yet.
For newly onboarded customers who have just signed the contract with us and don’t yet have popular user-favorited boards, we’ll provide AdaptX Admin–created starter boards as a starting point.
However, should we grant default edit permissions for these boards to individual users?
The question of whether to guide and empower users to edit and customize their own dashboards has been discussed for weeks, but it's difficult to settle on a decision. Both ways have benefits to users.
Starter Board
(Users own)
Edit Board
Share with department (if wished)
Start editing easily
Not ideal for version control
Starter Board
(AdaptX own)
Users change anything
Duplicate Board
Notice users “duplicate to edit”
A New Board Created
(Users own)
Beneficial for version control, fits persona
Extra steps before editing
Based on our persona and goals, we decided to:
Before
Access level not visible
Viewers aren’t prevented from editing but see an error afterward saying “changes won’t be saved”.
After
Clearly show the access level
Capacity Project Starting 6/1/2024
View Only
Request to edit
Viewers can easily tell if a board is view-only or they can request edit access.
Before
Can only duplicate via the “More” menu
It’s unclear to users why duplication is needed or where to find it.
After
Quickly duplicate to enable board editing
Want to Edit the Board?
You can click “Request to Edit” to ask for collaboration access, or duplicate this board to create your own.
duplicate board
request to edit
When edit intent is detected, users will see a notice with shortcut actions available.
RESULTS
We met and surpassed our goals to reduce drop-off and boost retention.
Users began seeing meaningful data upon logging in, which encouraged them to explore the platform’s full potential.
73%
in Weekly Active Users
54%
in Monthly Active Users
68%
in first day drop-off rate
Additionally, more users enabled email notification, with 80% clicking through to return.
As discussion and collaboration around the same boards grows, more users are opting into notifications and returning to stay updated on version changes.
[Step 1] Sign up for notifications.
[Step 2] Tap the notification to return to the platform.
Before
Now
71%
80%
19%
43%
Interviews showed users found helpful data faster and engaged in more frequent internal discussions.
When users log in to the same board, it encourages more frequent discussions, helping spread the word and prompting deeper engagement with the platform.
NEXT STEPs
However, we found that many users who duplicated the board still struggled with editing it.
We’ve addressed the issue of users not understanding the platform’s values and capabilities, but for those looking to take the next step, our current flows remain confusing.
Next, I recommend to streamline the editing flow and adding an AI assistant for chart building.
Many users forget their original questions while trying hard to create a chart. An AI assistant could provide a helpful starting point and gradually guide them to become power users.
Check out more projects
Healthcare Benchmarking Tool That Raised Renewals
70% of users with this feature renewed contracts, and 66% of hesitant clients were converted.
View More →
Making City Exploration Inclusive for Blind Users
Won top prize “People’s Choice” at HCDE Open House for an exploration app designed for low-vision users.
View More →
Boosting User Retention and Revenue for a Game
Defined product strategy alongside the PM, resulting in a 113% growth in ARPDAU and a 28% in D1 retention
View More →