PROJECTS
Successfully transformed the Roadmap, improving its functionality and usability to meet and exceed user expectations.
WORKFLOW
Data analysis
Research Interviews
Competitor analysis
Synthesis
Design
Usability testing
Hand off
TEAM
Olivia (PM)
Will (Tech Lead)
Aaron (Frontend Lead)
Me (PD)
TIMELINE
2024
~5 weeks
PRODUCT
Zenhub - Roadmap
Metrics
BUSINESS
User acquisition
Churn rate
USERS
Overall user satisfaction
Support tickets
User feedback
Context
Zenhub is a B2B SaaS project management platform designed to streamline the development process for software teams within the GitHub interface.
After working on several projects to introduce new features to the product, my team and I decided to delve into the feedback our customers left for us on ProductBoard and find a feature that needed attention. We quickly realized that our Roadmap required some love, as we had received an overwhelming amount of feedback asking us to improve this feature.
Research
In coordination with my project manager, we developed a plan to interview some of the customers who had previously provided feedback on the roadmap. We interviewed a group of 5 customers from our largest company clients. Customers demonstrated the main tasks they performed using this feature by sharing their screens. We asked questions about their experience as they went through the process and concluded the calls with a set of open-ended questions regarding their work in the roadmap.
Synthesis
The research uncovered multiple opportunities that our customers brought up, shedding light on the critical use of roadmaps as a tool for leading, managing, and tracking teams within companies.
We also conducted a competitive analysis of other products to gain insights into key points relevant to our design process. This analysis helped us refine our approach and ensure our solutions are both innovative and aligned with industry standards. Below are some of the key findings from our competitive analysis.
Design
We initiated a comprehensive enhancement project for the roadmap feature in response to the valuable insights found in our research. We divided the work in stages, this included a revamped user interface to simplify sharing functions, a streamlined approach to accessing and utilizing filters, prominently displayed key dates, and the integration of a dependencies view within the roadmap.
We made small adjustments in each feature to ensure a smooth transition to these updates without compromising the user experience. Given the numerous changes we were about to make, our goal was to minimize cognitive load.
Setbacks
Despite our initial optimism, the project encountered significant setbacks primarily due to the extensive time required to address the identified opportunities. The complexity of implementing some of these features proved to be far greater than anticipated.
Some of these features demanded substantial redesign and development efforts, leading to delays. The unforeseen intricacies in improving navigation and usability further compounded the challenge, stretching our timeline and resources thin. These setbacks highlighted the underestimated scope of the enhancements and the necessity for a more flexible and adaptive project management approach.
How we solved it
To overcome these setbacks, we collaborated closely with the development team to gain a clear understanding of their timelines and capacity. By breaking down the design and implementation process into manageable, bite-sized tasks, we were able to start handing off and shipping features incrementally.
This approach allowed us to focus on delivering one feature at a time, prioritizing critical features and adapting swiftly to challenges, leading to a more efficient development cycle.
Results and Impact
At the time of this portfolio update, not all features had been rolled out. However, for those that were launched—Roadmap Sharing, Filters, and Key Dates—we observed a 40% increase in overall usage of the Roadmap feature in the first three weeks. User feedback was overwhelmingly positive, with many highlighting their satisfaction with the new functionalities.
The Key Dates feature, in particular, quickly became popular. We tracked its completion rate and saw a 60% engagement from users who had accessed the Roadmap feature within the first three weeks, confirming that the feature resonated strongly with our user base.
Next steps
As we move forward, the next natural step in this project, driven by our commitment to continuous improvement and research, is iteration. We will engage with our customers to gather feedback on the recent enhancements, ensuring they meet their needs and expectations.
This iterative process will involve conducting user interviews and surveys to identify any areas for further refinement. Based on the insights gained, we will make necessary adjustments to optimize the features and address any gaps. By maintaining an open dialogue with our users, we can ensure that the roadmap tool evolves in alignment with their requirements, ultimately enhancing their overall experience and satisfaction.