IT Devices
Tools & Methods
Figma
Research
Team
Designer (me)
4 Developers
Product Manager
My Contribution
Idea
UI
Impact
Improved the adoption rate of devices by 4% leading to an additional 100k devices
What & Why
A major part of JumpCloud’s product strategy for 2020-2021 was prioritizing the increase of devices managed by our platform. So my team set out to reduce as much friction as possible.
What does “managing” devices mean? It means to get an agent installed on each and every device of an employee at an organization. This way JumpCloud and the organization can update software and make sure there aren’t any security risks.
Research
In order to find what needs improving in this area, I conducted the following methods of research.
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Implementation Calls
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Sat in on 5+ implementation calls as a silent observer
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Internal Interviews
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Had 3 interviews with our implementation engineers about what they most commonly observe.
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Internal Survey
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Developed a survey to try and draw from all customer facing representatives on their categorical experience.
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Findings
There was confusion around:
What is the agent? How does it work? How can I onboard devices remotely? Confusion around what OS types are supported. Confusion how to test it out.
Before
X No explanation of what the agent is
X Or how it works
X Unclear at a glance what OS types are supported
X Unclear how to test it
X Unclear what it would entail to onboard remotely
After
+ Explanation of what the agent is
+ Or how it works
+ Clear at a glance what OS types are supported
+ Clear how to test it
+ Clear what it would entail to onboard remotely
How We Tested It
We decided to experiment with a new design and send 50% of the traffic there to see if there is an improvement in devices added.
Results
The updated version was a success!
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4% Increase in adoption
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The admins who saw the updated homepage adopted systems at a 4% higher rate within the month it was released.
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Engagement with FAQ
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A decent amount of admins engaged with the FAQ section; further proving a greater investment was worthwhile to build around those use cases.
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