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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 01

BlueJeans Registrations: Transforming Events into a platform from a product

How customer interviews helped us identify new usecases and create solutions that simplified their workflows.

PROJECT 02

Making events interactive

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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,

  • Attendees can post questions asynchronously

  • Other attendees can upvote questions they like

  • Popular questions have higher probability for getting answered

For panelists we also created Polls,

  • Live polls can give instant feedback and pulse of the audience

  • 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

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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.

READ DETAILED CASE STUDY