Campaign Trigger Page Update
Summary
Updating this page was a small project but took a lot of thought around the psychology of setting up configurations, thinking about how users naturally move through things, and concisely giving guidance through considered content design and UX writing.
Team
- Data Product Manager
- Data Product Designer (Me, also UX writing and content)
- Brand Design (for video and illustrations)
- Frontend Engineer
Problem to solve
The trigger selection page is the first step in creating campaigns and was a source of confusion for many users, especially new users, and some of the triggers (aka core functionality of the product, such as form submissions) were not well-understood or used. Users often spent time trying to find workarounds using the more familiar triggers because it was not obvious what the other triggers did.
Original trigger page design
Opportunities
- Stickier usage of varying types of campaigns, increasing user product knowledge and confidence
- Specifically, there was an opportunity to increase the usage of webhook triggers (which had plateaued at around 4%) which created a slightly different campaign type that worked with data objects, not people
- It is much easier for users to understand how to use each campaign type, with reduced need for leaning on support to assist
Outcomes
We saw a ~13% increase in webhook campaign usage after improving this page and a decrease of around ~9% in support requests related to triggers. The usage of segment triggers remained the one with the highest usage, and we saw a slight increase in the other triggers.
Result / Proposal
Figma file showing more detailed designs for the final proposal.