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.
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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
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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.
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~12 questions/event
Average number of questions posted by attendees per event.
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+6pts
increase in customer satisfaction/NPS.
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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.
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Success of webinars are highly dependent on a few important factors how webinars are conducted and how presenters
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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.
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Based on the requirements, asynchronous interaction was chosen as it is less disruptive.
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Out of many ideas, Q&A was selected for a few reasons,
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Attendees can post questions asynchronously
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Other attendees can upvote questions they like
-
Popular questions have higher probability for getting answered
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For presenters, Polls was selected for the following reasons,
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Live polls can give a pulse of the audience
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Less disruptive action than surveys
RESULT
~67% complaints dropped
related to disruptions during events after the feature released.
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NPS up + 6 pts
Overall customer satisfaction or NPS increased by +6 pts.
PROJECT 04
Creating an embed player for BlueJeans Events
PROBLEM
SOLUTION
Creating a customizable embedded player experience of Events.
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Created two layouts for designs. A/B tested the designs to select the final split screen layout.
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The customization options break down into 3 sections: Pre-event, During event and Post event.
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As the user customized each of these, the preview will display all the customizations in real time.
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User can customize the event experience as well as preview it.
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Pre Event - Custom branding of waiting screen & UI controls, custom color scheme & music, access control of users and copy.
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During Event - Custom branding & controls, custom color scheme, on screen UI elements.
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Post Event - Copy & custom branding, exit music controls.