Helping clients to generate Leads through Pop-ups at RD Station

August, 2016

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Part of the final solution - First screen to create a new Pop-up

Role

Product Designer

Overview

Pop-up is a RD Station Marketing tool. It's a feature that generates Leads (prospects) through a form inside client's website.

Problem

One of the biggest problem in any SAAS (software as a service) product is Churn - clients asking to cancel company's service. At RD Station Marketing is no different, being top priority in 2016. A study about the Lead Indicators behind this metric showed that one of the strongest correlations was the number of Leads generated by the client.

Design Process

I was part of the squad responsible to build Lead Generation tools. We had a huge challenge to revert Churn metric through a software solution. The Product Manager gave the first step, studying conversion points and it's gains. After the study, we made a MVP (Minimum Viable Product) to test a solution hypotheses: Pop-ups. We applied a hard-coded Pop-up inside a sample of customer's website. Given the success, we decided to go on with this feature inside RD Station Marketing.

The Design Process started defining the Persona and it's Journey through Lead Generation. I reunited the squad (multidisciplinary team) responsible to build the tool, to co-create the Design Principles behind the solution. For more details, check this Medium post.

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Design Principles Workshop - Developer filling Empathy Map

The goal of Design Principles Workshop was to show Pop-up's value to developers, who saw Lead Generation problem behind user's lenses. Before the Workshop, developers were contrary to the solution, as they thought Pop-up was too intrusive for them.

At the end of the Workshop, we had a brainstorm session to list possible features that fit with the Persona's need. We defined the ROI of each feature e prioritized, creating 10 Waves of Launch. The process was based on Lean Inception, by Paulo Caroli.

Following the First Wave of Launch, I started to draw the flow with the Quality Analyst.

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First wave flow

After that, I built a high fidelity prototype in HTML/CSS using Tangram Design System. At the end of the design process I validated the interface with users. The whole process - from the prototype to results - took only one week.

Solution

The solutions consists on a Pop-up editor, where the user can create and manage their website Pop-ups.

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Pop-up edit screen

After the Second Wave of Launch, the user was capable to customize text, styles and even select the pages where the Pop-up would appear. At the end, the user could publish, create and remove Pop-ups.

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Pop-up contextual publication screens

Lessons Learned

The first step of any project should be to align all features, vision and objective of the product with the team, including Devs and Quality Analysts. The Design Inception helped to clarify everything about the solution. The feedback were positives and the team got motivated.