COVID-19 has changed the world we live in. In this contactless world, the vast majority of interactions with customers and employees have to occur virtually.
Jun 2020 - Sep 2020
Product designer, UX Researcher, Coordinator
To comply with my non-disclosure agreement, I have omitted confidential information in this case study. All information is my own and does not necessarily reflect the views of MicroStrategy.
MicroStrategy released HyperIntelligence™ in 2019. Users can receive critical data insights with zero-click for specific keywords via
HyperIntelligence.
According to Gartner, it is the most innovative product feature to appear in the
ABI platform space in the past two years.
However, there are things that can be better. ↓
The deployment requires a series of efforts, including installation, configuration, provisioning, connection, and card creation. It also requires the substantial expertise of MicroStrategy and BI architects
Departmental buyers and influencers need a "land and expand" model to prove new technologies before purchase. Connecting to the slow-moving Enterprise BI platform slows agility and adoption.
Traditionally, sales/support engineers need to work on site with customers. In the contactless world, the vast majority of interactions with customers and employees have to occur virtually.
To overcome the challenges and turn them into opportunities, I joined a small group on a holistic solution called
To further understand our goals, I built a user journey map of the current end-to-end data analytics flow. This map demonstrates how complicated and time consuming the process is for an end user to access the analytics from scratch.
According to our findings and objectives, we sorted out all the essential scenarios to initiate the design. Below are some of the critical use cases.
I collaborated on an end-to-end workflow with the Marketing, Cloud, and Workstation teams to guide our design. To make it straightforward for new users, I streamlined the enrollment process.
For potential users, the homepage provides an overview of HyperIntelligence to learn why they need it. Users can compare among different plans and easily start the free trial with a few clicks.
After they have been successfully enrolled, users can view their status through their profile image. On the account management page, users can manage their personal information, view the statistics of the environments they own, and purchase/change their subscriptions.
Design collaborator: Julia Zhu
After users install Workstation, they are taken to a knowledge base, where they can learn how they can use Workstation to leverage HyperIntelligence for their business.
Design collaborator: Jin Yan
To expand HyperIntelligence adoption in customers’ organizations so that potential customers can easily try it, I designed an end-to-end experience for subscribers to share and collaborate with others.
Environment administrators can invite users and give them appropriate roles.
When invited, the invitees will receive an email. They can access corresponding applications based on their roles.
In Hyper.Now™, email is an essential touchpoint for users to learn how to use HyperIntelligence and get the status of their environments. Also, it is a portal to convert these free trial users to paying customers. To understand the jobs to be done throughout the process, I created an end-to-end flow of emails shown below.
Based on the end-to-end flow, I created the email templates shown below. In the initial release of Hyper.Now™, only the welcome email and the weekly digest will be sent to users.
With the launch of SaaS offering Hyper.Now, we have dramatically expanded the market reach of our product – not only to new prospects but also to targeted, departmental deployments for our existing customers.
-Michael Saylor, MicroStrategy Founder, Chairman & CEO
of the subscription revenue has been raised
from deploy to use HyperIntelligence
Coordination and collaboration across teams isn't an easy thing. Overall, I am satisfied with how we put the holistic solution together, considering the short timeframe.
In this project, I learned a lot from MicroStrategy’s marketing and tech support teams. These teams have a lot of experience working directly with customers. We received great feedback from them regarding onboarding customers, subscription plans, and emails in a meeting that was way too brief. If I had had more time, I would have liked to involve them earlier for a more thorough review together.