Role: Senior UX Manager
Team: UX Researchers, Product Managers, Enterprise Architecture
Problem
Lack of product usage measures, i.e.
- No understanding of product adoption
- Limited insights to improve product development
- Limited visibility on how users interact with CBRE ecosystem of tools
- Constraining our ability to create a cohesive platform
Additionally,
- Our data sets were siloed and existed within different repositories
- Data gathering was often manual and time-consuming, with limited visualisation
Opportunity
How may we better understand how people engage with individual products as well as across a full-suite of tools ?
Process
Implement a analytics platform solution, to facilitate
- Product adoption insights
- Continuous behavioural feedback informing product decisions
- Holistic view of user engagement and behaviors across tools
- Consolidated and connected event data repository
- Automated data-gathering with cohesive visualisation capability
Vision
Begin to attribute usage to sales conversion
Solution
Tool stack specifically geared for Product Analytics i.e. to observe, analyse, and understand who is using our CBRE products, which parts and features, and how.
Outcomes
A few ways in which CBRE product teams are currently using analytics
- User engagement and retention
- Tracking users across the web and mobile to get a complete picture about their journey
- Segment your users into groups with common characteristics or by the action they have taken and understand which users are high value
- Increase conversions by analyzing the behavior of high-LTV users
- Find out how many users are sticking with or abandoning your product, understand churn
- A/B testing and experimentation of new features
- Target users based on their behavior
KPIs
- 20 products on core analytics
- 15 slated for advanced analytics by EOY 2024