Revamped the end-to-end product experience, boosting NPS by 2 points

About the company

Vena is a software company specializing in financial planning, budgeting and analysis. The platform empowers businesses to streamline their financial processes, making it easier to create budgets, analyze data, and make informed decisions.

The business opportunity

We were launching a new version of the Vena add-in that was built for Microsoft 365, called Vena 365 Connect. This presented an opportunity to build upon customer feedback and deliver a new and improved user experience to boost NPS.

The design problem

Based on 150+ reviews made by end-users on NPS, the biggest problem was they didn't have an easy way to navigate and complete their assigned tasks in Vena.

The solution

A revamped end-to-end experience with a focus on simplifying the end user’s journey and adding more in-product guidance.

Ideation

The design process began with a three-day collaborative design thinking session with stakeholders from across the organization. During the session, we brainstormed, designed, and prototyped different ideas for feedback and iteration.

Solution #1:

We simplified the user experience by removing the need for users to "check-out" a file before downloading and "check-in" a file to submit their task. Moreover, we added a new feature that allows users to submit a task directly via the Vena add-in in Excel, making the process more streamlined and efficient.

Solution #2:

We added more in-product guidance to help users better navigate and complete their tasks.

Measuring success

Received positive customer sentiment throughout the design phase with weekly design testing calls, leading to highly positive feedback for the launched product.
Improved NPS by 2 points from -24 after one month.

Learnings

Properly documenting customer feedback from the beginning is important.
Iterate designs regularly based on feedback to avoid forgetting key information.