TL;DR
BetterUp's program buyers were struggling with fragmented data and manual reporting processes, leading to delayed insights and high operational costs.
The automated ROI storytelling solution transformed how partners access and communicate program value. With the new solution, we achieved a 5-point NPS increase and reduced CSM reporting workload by 72%*, while enabling partners to independently demonstrate program impact.
*Time saved in quarterly business review preparation for SMB accounts
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 cannot efficiently access and interpret program performance data to demonstrate ROI, forcing dependency on quarterly CSM meetings and limiting their ability to advocate for program value to stakeholders in timely manner.
Final design
Research
If we create a unified, self-serve ROI dashboard that automatically translates complex program data into clear business narratives, then:
Hypothesis
If we create a unified, self-serve ROI dashboard that automatically translates complex program data into clear business narratives, then:
Program buyers will be able to demonstrate program value more effectively
CSM workload will decrease by reducing manual reporting
Net Revenue Retention (NRR) will improve through better partner advocacy
Users
Team ideation
Through cross-functional ideation sessions, I gathered diverse perspectives from CSMs, data scientists, and product managers to understand reporting needs and technical possibilities. These collaborative sessions helped shape our approach to automated storytelling.
Idea sketch
Translated team insights into various design concepts, exploring different approaches to data visualization and narrative flow. Early sketches were shared with stakeholders to validate direction and gather feedback on technical feasibility.
Wireframing and concept testing
Developed multiple wireframe variations to explore different approaches to reporting automation and data visualization. Tested the most promising concepts with program buyers to validate usability and value proposition before moving into detailed design.
Data validation
Visual explorations & Testing
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
“The report offers crucial insights, expressing BetterUp's value extending beyond coaching. It aggregates qualitative HR data we lack internally”
- Healthcare Industry Partner.
TL;DR
BetterUp's program buyers were struggling with fragmented data and manual reporting processes, leading to delayed insights and high operational costs.
The automated ROI storytelling solution transformed how partners access and communicate program value. With the new solution, we achieved a 5-point NPS increase and reduced CSM reporting workload by 72%*, while enabling partners to independently demonstrate program impact.
*Time saved in quarterly business review preparation for SMB accounts
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 cannot efficiently access and interpret program performance data to demonstrate ROI, forcing dependency on quarterly CSM meetings and limiting their ability to advocate for program value to stakeholders in timely manner.
Final design
Research
If we create a unified, self-serve ROI dashboard that automatically translates complex program data into clear business narratives, then:
Hypothesis
If we create a unified, self-serve ROI dashboard that automatically translates complex program data into clear business narratives, then:
Program buyers will be able to demonstrate program value more effectively
CSM workload will decrease by reducing manual reporting
Net Revenue Retention (NRR) will improve through better partner advocacy
Users
Team ideation
Through cross-functional ideation sessions, I gathered diverse perspectives from CSMs, data scientists, and product managers to understand reporting needs and technical possibilities. These collaborative sessions helped shape our approach to automated storytelling.
Idea sketch
Translated team insights into various design concepts, exploring different approaches to data visualization and narrative flow. Early sketches were shared with stakeholders to validate direction and gather feedback on technical feasibility.
Wireframing and concept testing
Developed multiple wireframe variations to explore different approaches to reporting automation and data visualization. Tested the most promising concepts with program buyers to validate usability and value proposition before moving into detailed design.
Data validation
Visual explorations & Testing
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
“The report offers crucial insights, expressing BetterUp's value extending beyond coaching. It aggregates qualitative HR data we lack internally”
- Healthcare Industry Partner.
