Efficiency Rules: Speeding workflow for power users

Outcomes:
  • 50% increase in customer retention through workflow efficiency.
  • 22% increase in sales to large customers through demonstrated commitment to efficient end-user segmentation.
Challenges:
  • Customers face large amounts of tedious work segregating their user base into groups, a deterrent for some large potential customers
  • Segregating by specialty and cohort is essential to the business model of many of our customers, yet many customers lacked understanding of system permissions and the way the platform works.
Solution:
I created a rules-based tool for defining user groups based on the custom user profile fields that most of our customers already used. Since the user interface follows a common pattern from a popular product (“smart playlist” feature in iTunes) it is easy for customers to understand and implement. And since user research showed that end-user segmentation nearly always hinges on custom user profile fields, the solution could be implemented for existing customers with minimal changes to the information architecture.