Understanding user behaviour and making new features measurable.
Operator of a networking platform
People on the platform who use the new feature
Shortly after launch, every one of these reports was among the most used dashboards in the company.
The background, what we built and what it achieved
Tools and platforms used: Tableau Server, Data modelling, User stories, Enablement.
Where the customer stood
The company runs a networking platform and wanted to understand its users better: to see how they used the platform, and to make new features easier to measure. The existing reports weren't being used enough.
What we did
We looked after the reports from the data model through to publication on Tableau Server, following the same approach with every department. A workshop set the goals. User stories grouped the users and captured the questions they wanted the report to answer. From these we built drafts and refined them with each department. Training helped staff get to grips with the tool.
The process was the same for every department. In a workshop with those responsible we agreed the goals. User stories grouped the audiences and collected their questions for the report, and from these we designed a solution.
We defined the data model together with the company's data team, while a first draft of structure and design took shape using test data. The reports had often had performance problems in the past, so we decided carefully what the database should calculate and what Tableau should. Working closely with IT was essential for that.
Once everything was agreed, we swapped the test data for the real data model. There were several rounds of feedback with the departments before and after publication, and their suggestions went straight into the reports.
What came out of it
Shortly after launch, every one of these reports was among the most used dashboards in the company. The company now has a clearer picture of who uses its platform and how new features are received.
To finish, there was training on the reports and on Tableau Server, plus documentation for each report. When requirements change, the company adapts the reports itself.
What proved harder than expected
Every department asked different questions of the same data. A fixed sequence of workshop, user stories and review helped, because it meant we didn't have to reinvent the approach every time.
A report is only finished when it answers the question someone actually has."
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