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Bridge started off as a Learning Management System (LMS) for corporate customers. Over time this evolved into a suite of products to drive employee growth and development through empowering managers and providing a modern learning platform. The MVP was launched in 2015 and I joined the team in 2018.
Our sales team generates a weekly win/loss report. The report summarizes why we lost a deal and why we won a deal. Lack of robust reporting kept being mentioned as a reason for a lost deal.
Contextual inquiries uncovered that our reporting offerings weren’t supporting admins as well as they could in showing the ROI of their work. Often a complete .csv dump followed by a lengthy process to find relevant data points was necessary.
We identified a range of reports to ship with to answer a majority of admin questions. We knew that our enterprise customers would need more than canned reports so I led the design of a report building tool. This would alleviate the need to export multiple .csv files and have to piece together.
I focused on finding the balance between complexity and simplicty as well as the needs of larger and smaller organizations. This was accomplished through iterative interaction design.
As a result of our work we saw a decrease in reporting being mentioned as a reason for a loss and a slight increase in reporting being mentioned as a reason for a win. We also saw a decrease in time required for admins to gather relevant data points.
The My Learning page was the employee homepage where they could access thier courses. The page was a list-view of courses broken down by completion status.
The simplicity of the page worked for smaller orgs, but as Bridge acquired more enterprise customers, our lack of features was highlighted. Admins wanted course libraries to be more engaging and customizable. Learners had issues with the information architecture.
To create a more engaging experience we pivoted from a list-based UI to a card-based UI. I also looked at ways to simplify the information architecture and added entry points into additional course libraries.
We saw improvements in engagement with courses and course libraries after releasing the upated page. The updates to the information architecture was validated through subsequent customer visits. The road towards customization would be a long one, but we now had a good foundation to build upon.
The Performance Conversation product aimed to make the traditional annual review more conversational in nature where both Manager and employee can celebrate wins and align on growth plans.
I joined the team post-MVP. The product manager and I discovered issues around the flow, interaction design and conversation quality. The issues were causing a lot of headaches for admins.
I also took a hard look at the flow and repositioned existing barriers and removed others. I also added status indicators and other features to set clear expectations for each step of the process.
As a result, admins reported increased conversation quality and the burden to administer and manage the process decreased substantially.
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