Later.com provides online social media scheduling
services to influencers. Their business is growing and getting
their customers ‘product ready’ has been a challenge.
01 Objective
Historically, Later.com relied on their customers finding their way around the platform, however, this was creating challenges for customers who wanted to hit the ground running. Later wanted to make their product learning experience seamless. After some deeper analysis, we agreed on a measurable goal to improve customer capability.
02 Approach
With an articulated goal, we interviewed SMEs to analyze how to simplify the experience yet make it as impactful as possible. Then we sought out customer feedback to establish what made the experience poor.
This helped us identify the performance gap. It became clear that providing clear and engaging information would solve the problem.
03 Solution
We designed a series of simulations, delivered online. These simulations placed the customers in a simulated environment to experience the platform's features before trying it out for real.
We tested different scenarios and iterated as we received feedback. We used data and feedback to reinforce their learning and help improve our design.
04 Outcome
The solution was piloted and data shows there has been a direct and positive correlation between the implementation of the simulations and the successful scheduling of customer content.
Employees were also very positive about the solution and feel the simulations are a far better solution for their customer and a much better way for them to learn the platform features.