BlueJeans Events
Driving customer satisfaction with UX improvements and new interactive features.
BlueJeans is an enterprise video conferencing platform with four product offerings - Meetings, Events, Rooms and Command Center. BlueJeans Events is a webinar product that I led in transforming from a product to a platform. Some of the featured projects are mentioned below.
PROJECT 02
Making events interactive
PROBLEM
A common feedback from attendees & panelists (presenters & moderators) was lack of ability to interact with each other. Participants used chat to post question and get feedback but questions & their answers would get lost in the chats.
SOLUTION
Based on the feedback from users (attendees and panelists) an asynchronous interaction model was selected for it's less disruptive experience.
Benefits of selecting Q&A,
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Attendees can post questions asynchronously
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Other attendees can upvote questions they like
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Popular questions have higher probability for getting answered
For panelists we also created Polls,
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Live polls can give instant feedback and pulse of the audience
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Less disruptive than surveys
RESULT
~46% events
consisted at least one poll.
~12 questions/event
Average number of questions posted by attendees per event.
+6pts
increase in customer satisfaction/NPS.
Cross product applications
Polls and Q&A were built as independent applications running inside Events as plugins. As a result, these applications were later plugged into Meetings platform.
PROJECT 03
Helping moderators & presenters to run events successfully with checklists
PROBLEM
Due to poor feed of audio/video/presentation or some disruptions from some presenters during webinars, attendee experience took a hit. This lead to lowering of NPS ratings.
Success of webinars are highly dependent on a few important factors how webinars are conducted and how presenters
We received feedback from attendees about poor experience of audio, video or presentation during events.
SOLUTION
Interviewed internal & external end users to understand needs from the different perspectives of a presenter & an attendee.
Based on the requirements, asynchronous interaction was chosen as it is less disruptive.
Out of many ideas, Q&A was selected for a few reasons,
-
Attendees can post questions asynchronously
-
Other attendees can upvote questions they like
-
Popular questions have higher probability for getting answered
For presenters, Polls was selected for the following reasons,
-
Live polls can give a pulse of the audience
-
Less disruptive action than surveys
RESULT
~67% complaints dropped
related to disruptions during events after the feature released.
NPS up + 6 pts
Overall customer satisfaction or NPS increased by +6 pts.