Cockpit

Task Management tool for Customer Success Managers

OVERVIEW

Cockpit is a Task management tool that is the Customer Success/ Account Management team's home base for viewing and managing key Customer activities like Renewal Prep, Possible churn based on low usage, Upsell Opportunities, Low Survey Scores, etc.

Cockpit has about 20,000 weekly active users from around 550 customers.

This project aims to redesign the Cockpit product to address key customer pain points identified from various sources and improve productivity.

TEAM
Independent Contributor

ROLE
Lead Product Designer, Gainsight

PROJECT DURATION
5 Months (Mar- Jul 2020)

SCOPE OF WORK
User Interviews and Research, Interaction Design, Visual Design, Prototyping, Testing, and Dev Support.

Understanding the Problem

User Feedback

Feedback on the existing product is collected from sources like Community Forums, Surveys, Product Escalations, and Customer calls. This word cloud shows negative sentiment around the product.

A Product Review on G2

"Cockpit doesn't have enough best practices in place to help you discern end results without testing and troubleshooting with your team"

-Anonymous User

Understanding the Users

Customer Success Managers (CSMs)

The primary user (80% of Cockpit users). Works on TasksCreates New TasksSend Emails from a taskAssign

CSM's Manager

Monitors Task Progress
Creates and Assigns
Manages work load
Monitors quality

Other Roles

Renewal manager
Implementation Team
Sales Representatives
Support Team
Professional Services

User Interviews to learn and map the pain points

We conducted a series of interviews with our internal and external users to understand the negative sentiment around our product. Below is the interviewing format which is used.

Customer Advisory Board meetings - Group of 10 users from different customers
Individual Users and Group of Users from the same Customer
Internal Users

We then mapped the pain points with our existing features.

Understanding the Product

Existing Product

This product was five years old and developed with minimum designer involvement.
Features were added from time to time.

Usage Analysis

We did quantitative analysis before reaching out to the users for empathizing with their problems. This exercise helped us understand the dimensions of the product. Below aspects were observed in the quantitative analysis exercise:

Number of users who use this product
Average time spent in Cockpit
Key tasks that Users perform
Time to successfully complete the tasks
User paths

Usage Insights

General

Weekly Active Users ~15000
Customers using the product ~540
Events in the product ~16 million
Manual task creation: Task from Rules ~1:8
Most acted - View Tasks, Task Details

Improvement seeking areas

Time to change a task status is ~14 secs
Time to change a task attribute is ~20 secs
Time to change a task due date is ~20 secs
User's average time on Cockpit is 2h 57min

Leaders in Task management space

Asana

This tool has some good features like Quick task creation, Editable fields in the list view, Customisable Detail view, etc.

Smartsheet

Spreadsheet way of managing tasks, heavily customisable, a little technical for novice users

Monday.com

Easy task editing, Multiple view support, Good collaboration support, Various plug-and-play components, and Automation.

Air table

Better task management options like in-app tabs, Customisable UI, multiple views etc.

Conceptualization

Concepts as flows

At this stage, the concepts were validated by our internal and external users and reviewers. Our development team reviewed concepts to check the engineering feasibility as they use external developer libraries.

Mapping the User's Pain Points

The Solution

Minimum and meaningful tasks on the landing page

Earlier all tasks of the organization used to show up on the landing page. With the redesign, users get to see their assigned tasks which are due the current week once they land in the cockpit.
Only 25 tasks load at a time which also reduces the loading time and contributes to sustainability.

Users save time using an
In-line editing experience

Borrowed from the best practices, the In-line editing experience helps our users save clicks and reduce the cognitive and motor load of finding an attribute in the Task detail view.

Time for completion of the task is reduced by ~40% using this approach.

Task Detail view with In-line editing experience

With the in-line editing experience, our users can view the task detail as a piece of information and not in the form of input fields. It reduced cognitive load and helped users find information smoothly.
A/B test was conducted with a set of users to validate this concept.

Users can segregate and manage their tasks by creating a custom
"Task View"

Users can focus on their tasks by segregating their regular, urgent, and critical tasks using Task Views.
Views help in increasing productivity as the users view less and more meaningful information at an instance.

Seeing Results

Support tickets reduced by ~30%

Time to complete a task reduced by ~10%
Number of clicks in major workflows reduced by ~25%
NPS score for the new experience is 8/10

And some appreciation from our users...

Project Learnings

When do we need a redesign

How Quantitative and Qualitative research can help UX
What are our users' goals and how would they get benefitted from our efforts
How to redesign a regularly used product that has pre-formed habits
Where to change User's habits and where not to
How Beta releases help our team get good feedback and re-iteration considering the feedback
How to be very agile and do the needful changes where required
How to manage a huge project that has about 30+ stakeholders
and 50+ workflows that needed constant dev handoff

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