TL'DR
Program managers were spending excessive time on manual member management while lacking tools to identify engagement patterns and optimize license usage.
Our intelligent member management solution automated key insights and simplified workflows while maintaining strict privacy requirements. The result was a 15% increase in product access extensions and significant improvement in program managers' ability to drive success independently.
About BetterUp and Partner Platform
BetterUp, the world's largest professional coaching platform, transforms enterprise development through data-driven coaching. While employees engage with coaches through the main platform, program buyers utilize a dedicated analytics platform to monitor effectiveness, manage member access, and demonstrate clear business impact.
Problem
Program managers lack efficient tools to manage member access and track engagement patterns, resulting in manual workarounds and missed opportunities to optimize program value.
> Low visibility into member engagement trends
> Time-consuming manual member management
> Under-utilized licenses affecting program ROI
Phase 1
Phase 2
User
Research
Hypothesis
If we create a unified, self-serve member management system that shows engagement trends and automatically identifies high-value opportunities,
Then:
Program managers will independently drive program success with less CSM intervention
Member engagement and activation rates will improve through timely admin actions
License utilization will increase through better identification of extension candidates
Phase 1:
Usability improvement
Wireframing + Gathering User & Team Feedback
Early explorations that focused on different approaches to organizing member data
Visual Explorations + User Testing
Testing different visual designs and approaches
Phase 2:
Auto Member Recommendation + Notification Emails
Idea sketches
Early explorations that focused on different approaches to organizing member data and surfacing key actions
concept explorations and testing
I developed and tested multiple approaches for the member list view, recommendation system, and bulk actions.
Logic map
IdentifyAI™ engine analyzes member engagement patterns to surface extension recommendations at optimal times
Final Prototype
Impact
15% increase in-product access extensions,
which lead to streamlined renewal process
Enhanced Efficiency
- Features including Sort, bulk actions, quick filter surveyed as the best improvement in the platform by CSMs and partners
- Because they reduced dependency on CSM support, Reduced dependency on CSM support
High Adoption
Most viewed report in the first month after launch, and showed strong engagement with recommendation features
TL'DR
Program managers were spending excessive time on manual member management while lacking tools to identify engagement patterns and optimize license usage.
Our intelligent member management solution automated key insights and simplified workflows while maintaining strict privacy requirements. The result was a 15% increase in product access extensions and significant improvement in program managers' ability to drive success independently.
About BetterUp and Partner Platform
BetterUp, the world's largest professional coaching platform, transforms enterprise development through data-driven coaching. While employees engage with coaches through the main platform, program buyers utilize a dedicated analytics platform to monitor effectiveness, manage member access, and demonstrate clear business impact.
Problem
Program managers lack efficient tools to manage member access and track engagement patterns, resulting in manual workarounds and missed opportunities to optimize program value.
> Low visibility into member engagement trends
> Time-consuming manual member management
> Under-utilized licenses affecting program ROI
Phase 1
Phase 2
User
Research
Hypothesis
If we create a unified, self-serve member management system that shows engagement trends and automatically identifies high-value opportunities,
Then:
Program managers will independently drive program success with less CSM intervention
Member engagement and activation rates will improve through timely admin actions
License utilization will increase through better identification of extension candidates
Phase 1:
Usability improvement
Wireframing + Gathering User & Team Feedback
Early explorations that focused on different approaches to organizing member data
Visual Explorations + User Testing
Testing different visual designs and approaches
Phase 2:
Auto Member Recommendation + Notification Emails
Idea sketches
Early explorations that focused on different approaches to organizing member data and surfacing key actions
concept explorations and testing
I developed and tested multiple approaches for the member list view, recommendation system, and bulk actions.
Logic map
IdentifyAI™ engine analyzes member engagement patterns to surface extension recommendations at optimal times
Final Prototype
Impact
15% increase in-product access extensions,
which lead to streamlined renewal process
Enhanced Efficiency
- Features including Sort, bulk actions, quick filter surveyed as the best improvement in the platform by CSMs and partners
- Because they reduced dependency on CSM support, Reduced dependency on CSM support
High Adoption
Most viewed report in the first month after launch, and showed strong engagement with recommendation features
