Pendo and Analyst

Projects List and Project Page

The Projects List and Project Page are key features in STACK Construction Software, where users manage multiple projects simultaneously. To ensure the design was efficient and intuitive, I used Pendo in the following ways:

Data-Driven Design Insights:

Click Tracking: Using Pendo's click tracking feature, I analyzed how users interacted with various filters and sorting options in the Projects List. For example, I found that 35% of users consistently used the "Project Status" filter, while 20% frequently searched for projects by their start date. This data guided me to make the most used filters more prominent on the interface and ensure users had easy access to them.
Heatmaps: By tracking heatmaps, I discovered that users were often clicking on the same sections repeatedly but not completing the action. Specifically, 40% of users clicked the "Edit Project" button without proceeding with the changes. This led me to redesign the button placement and add a confirmation prompt, which resulted in a 25% increase in completion rates.

User Segmentation and Role-Specific Insights:

I segmented users into groups based on roles such as project managers, estimators, and field workers. This helped me understand that 50% of project managers spent more time on the Project Page than any other user group, indicating a need for more detailed project overviews and easier access to high-level data.

User Feedback & Iteration:

I utilized Pendo’s in-app surveys to collect feedback on design changes. For example, after adding new filtering options, 65% of users responded positively in a short survey, confirming the changes improved their ability to manage projects. Based on this feedback, I continued to fine-tune the user interface to align with their preferences.

A/B Testing:

I ran A/B tests on two different layouts of the Project Page to determine which one resulted in better user engagement. The test revealed that users preferred layout A, which offered a more minimalistic design and better categorization, leading to a 30% increase in feature adoption.

Takeoff and Estimates
The Takeoff and Estimates section enables users to generate accurate project cost estimates. To optimize this area, I used Pendo to track user engagement and gather insights on usability:

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Tracking Workflow Engagement:

Feature Usage: Pendo’s analytics revealed that 45% of users frequently used the “Auto-Calculate” feature for material takeoff but abandoned the feature before completing the estimate. By tracking this, I identified that users were confused by the estimation results due to lack of clarity in the interface, prompting me to introduce tooltips and clearer instructions. This reduced abandonment by 22% over the next quarter.

Segmented Feedback:

I segmented user feedback to focus on estimators and project managers. I found that 30% of estimators requested more customization options for cost calculation templates, which led me to add customizable fields to the takeoff process. After the feature was implemented, 55% of estimators reported increased satisfaction in subsequent surveys.

Heatmaps and Click Tracking for Usability:

Through heatmaps, I saw that users spent an average of 12 minutes on the takeoff page before submitting estimates, with the highest engagement occurring with the “Material List” section. To streamline this process, I introduced a collapsible menu for material categories, which reduced time spent on the page by 18%.

User Feedback & Iterative Design:

I ran in-app NPS surveys within the Takeoff and Estimates section, which showed that 72% of users were satisfied with the new estimate generation tools. Based on their feedback, I introduced a feature that allowed users to save common assemblies and estimates, leading to a 40% increase in repeat users for this feature.

Items and Assemblies
The Items and Assemblies section allows users to manage construction materials and predefined sets for cost estimation. To ensure usability and efficiency, I employed the following Pendo features:

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Tracking Engagement and Item Management:

By analyzing user behavior with Pendo’s analytics, I found that 60% of users were spending more than 8 minutes creating custom items, which suggested inefficiency in the interface. I conducted a usability study, and it turned out that 35% of users were confused by the multi-step process to add custom items. To resolve this, I simplified the workflow, reducing time spent by 20%.
Heatmaps for Interaction and Navigation:

Through heatmaps, I found that users were not interacting with the "Assembly Search" feature as expected, even though it was a critical tool for managing items. I redesigned the search bar to be more prominent and easier to navigate, which resulted in a 50% increase in feature engagement.
Segmented Feedback for Customization Needs:

Feedback from field workers and estimators indicated that the default assembly templates did not align with their specific project needs. Pendo surveys helped me pinpoint that 40% of field workers needed more flexibility in assembly creation. I used this data to introduce a customizable template feature that increased user satisfaction by 33%.
A/B Testing and Feature Adoption:

I used A/B testing to test two different layouts for the "Add Item" screen, comparing the current design with a more streamlined, step-by-step interface. The results showed that layout B increased item additions by 25% while reducing the time users spent on the screen by 15%.
Collecting Data and Identifying Mistakes
Pendo provided a comprehensive view of user behavior across all areas of the platform, helping me collect data and identify mistakes early in the design process:

Identifying Pain Points:

Through click tracking and heatmaps, I identified that users often failed to complete key actions, such as submitting estimates or updating project details. In total, I found that 28% of users abandoned certain workflows mid-process. By making interface adjustments and adding in-app guidance, I reduced abandonment rates by 18%.
Continuous User Feedback:

By gathering feedback through in-app surveys and NPS, I was able to track user satisfaction with new features and identify recurring issues. For instance, 25% of users reported difficulty in finding certain features, which I addressed by improving the navigation and providing better contextual help, leading to a 15% increase in satisfaction.
Design Iteration and Optimization:

Pendo’s A/B testing and user feedback loops allowed me to iterate on designs quickly, ensuring that improvements were based on real-time user data. Over the course of several iterations, I tracked a 22% improvement in user task completion rates across all key areas of the software.