Developed a Django Knowledge Base
Objective/Problem
Streamline onboarding and reduce customer support requests by creating an accessible, comprehensive knowledge base for users.
Onboarding times were too lengthy and customer support requests were high. New users and free trialists were not seeing the value of the platform.
Role & Responsibilities
- Spearheaded the development of a Django-based knowledge base to centralize all resources.
- Created a user-friendly interface that allowed easy navigation and access to video tutorials, documentation, and troubleshooting guides.
- Collaborated with cross-functional teams to identify key areas where users needed the most support.
Process/Approach
- Conducted research on common customer inquiries and pain points by analyzing customer support tickets and feedback.
- Designed the architecture of the knowledge base, categorizing content based on key user needs (e.g. SuperAdmins vs User vs New User needs)
- Produced and recorded over 25 video tutorials and wrote comprehensive scripts to cover both basic and advanced features.
- Implemented feedback loops with users and teams to continuously update and expand the knowledge base.
Key Metrics/Results
Onboarding Time: Reduced onboarding time by 75%, significantly enhancing the user experience.
Customer Support Requests: Achieved a 58% reduction in customer support requests year-over-year.
Challenges & Solutions
Some users found it difficult to navigate self-help resources, due to their lack of knowledge about their roles & permissions, resulting in incomplete use of the platform.
Developed a "getting started" video for each role on 2gnoMe (SuperAdmin, Admin and Teacher).
Tools/Technologies Used
Django (for the knowledge base), Microsoft Clarity (to track user engagement), VEED (for video production), SQL (for querying user data and support metrics).
Increasing AdminPortal Activity
Objective/Problem
AdminPortal MAUs was low at 9%. Low Admin Portal activity led to increased churn, as administrators were not seeing enough value in the platform to justify continued subscriptions.
Role & Responsibilities
- Led a cross-functional effort to increase admin portal engagement by analyzing platform usage with Google Analytics and Microsoft Clarity.
- Conducted interviews with admins to identify user pain points and feature requests.
- Implemented UX improvements and enhanced email communication strategies to drive engagement and adoption of key features.
Process/Approach
- Analyzed data on how admins interacted with the platform to pinpoint underutilized features and pages.
- Launched initiatives to improve the UX of the Admin Portal, focusing on user dashboards and making teacher KPIs more accessible.
- Worked closely with the product team to address feature requests that could drive further engagement and monetization.
- Regularly communicated with inactive admins through email with useful reports, instead of pushy reminders.
Key Metrics/Results
Admin Portal Activity: Increased activity by 45%, measured through the number of active admins and frequency of portal logins.
Churn Reduction: Contributed to an overall 35% reduction in churn by ensuring admins saw value in the platform.
Challenges & Solutions
Some admins requested features that would increase portal utility. These requests were submitted to the product team but were scrutinized for their feasibility so compromises were made on which features would lead to higher customer lifetime value.
Tools/Technologies Used
Google Analytics, Microsoft Clarity, Hubspot, Figma