DESIGNING FOR OPPORTUNITY

AI-POWERED CAPABILITIES TO INCREASE EFFICIENCY

INTEGRATIONS TO INCREASE VELOCITY

Identifying Opportunities in Customer Journey Map

Design for Influencing Business Strategy

Extending Org Value through Integrations

Designing Collaboration Workflows

Point Spire is a data analytics product that helps organizations analyze data to generate customer insights.

Point Spire’s strategy in 2024 is to move ‘up-market’ and appeal to larger organizations through its customer insights platform. Part of the strategy is a potential investment in AI-powered capabilities.

Northstar Metrics

In 2023, 20% increase in MAU

In 2023, 110% net ARR

In 2023, 20% YoY increase in bookings

Business Problems

In Q1 2023, drop in customer renewals by 5%

In Q1 2023, missed target goal for new customers by 23%

Unsure about investment into AI-capabilities across the product

Designing a Brief Product Vision

The VP of Product of Point Spire requested a Product Vision that explores AI & Collaboration capabilities in the experience.

The Product Vision should illustrate how AI & Collaboration capabilities address fundamental pain points that decrease productivity.

With a short three-week window to deliver, we relied on previous Product Research conducted in the previous quarter.

Identifying Friction

The Point Spire Product Researchers furnsished a Journey Map they generated based on qualitative interviews with users. Below shows two areas that have high concentrations of friction – the Discovery & Create Report phrase.

Alice

Senior Data Scientist

Alice needs to create a report for her manager, Trisha. The report should outline the characteristics of customers that may not renew with Aggreg8 in 2024.

In the Discover Phase, Alice collects data sources from relevant past research studies and quantitative data. Point Spire integrates with Aggreg8’s Confluence, however, filtering results adds days to her process.

It takes a day to receive approval from her boss.

Tricia

Customer Insights Manager

Tricia needs to provide feedback and/or approval for the work of her direct-report, Alice.

Tricia trusts Alice’s work, but because the reports are viewed by Executives, this project needs quicker responses.

Notifications primarily are received by E-mail, leaving approvals to the next day.

Alice’s Problems

  1. Confluence integration in Point Spire Tool is cumbersome because Alice does not trust the search results.

  2. Requires 3 days to throughly comb through past research and studies results in Point Spire – Alice compares Point Spire Results with Confluence Results.

  3. It takes 2 days to receive an approval by Tricia

Tricia’s Problems

  1. She overlooks email notifications sent from the Point Spire Tool
    2. Reviewing Alice’s work is inconvenient because you only can use the tool for approval.

Current Experience for Discovery Phase

Alice compares the results in Confluence with the Resutls in Point Spire – unsure whether results in Point Spire are accurate.

Confluence Search Results

Point Spire Search Results with Integration Confluence

Tricia is in meetings most of the day, and the Point Spire Email Notification from Alice isn’t seen for almost a day. Then, she must open Point Spire to review and approve Alice’s work.

Point Spire Email Notification in Outlook

Tricia opens Point Spire, then must navigate from the Dashboard to open Alice’s project to review and approve her work.

Proposed AI & Collaboration to increase Efficiency

A proposed Vision for Discovery that includes AI & Collaboration capabilities will reduce the discovery phase by 3 days, which will increase time to insights.

AI-Powered Result Filtering

AI-filtering greatly reduces Alice’s time to review data sources to 2.5 Days. Alice will be able to receive feedback and approval of her Discovery work faster.

MS Teams Notification

Notifications in MS Teams helps Tricia respond to Alice’s needs sooner. It avoids Tricia’s need to open her email, which she only does twice a day, morning and before the work day ends.

Browser Review & Approvaal

Tricia no longer needs to log in to Point Spire to review Alice’s work. She simply clicks on the MS Teams notification and she is able to review the work in a web-browser, reducing the time to review and make feedback faster.

Discovery Phase Product Vision

Alice creates a new project in PointSpire and starts the Discovery Phase. She does a search for ‘Attrition’ and uses the AI-Assistant to filter the results and highlights the top matches.

Duration: 2.5 Days

  1. Point Spire Search Results, Alice clicks ‘AI-Assistant’

2. Alice prompts the assistant to filter to show more relevant results

3. The assistant narrows down the results to display 32 results

4. Alice sends the sources she discovered to Tricia for approval.

Tricia finished her lunch early. She has 10 minutes before her next meeting. She receives a MS Teams notification on her laptop. It is a Point Spire notification to approve Alice’s work.

Duration: Less than 2 Days

Point Spire Email Notification in Outlook

Tricia opens Point Spire, then must navigate from the Dashboard to open Alice’s project to review and approve her work.

Alice receives a MS Teams notification, informing her that Tricia provided feedback. She clicks notification and Tricia’s comments are available for Alice to review. Now, she is able to move onto the Analyze Phase.

Duration: 1 Day