Later
Case Study
1. Objective
Later.com provides online social media scheduling services to influencers. Their business is growing and getting their customers ‘product ready’ has been a challenge.
Historically, they have relied on 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.
2. Approach
With an articulated goal, we interviewed SMEs to analyse 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 just providing the information would solve the problem, even if it wasn’t engaging.
So, we designed a series of digital learning solutions based on what Later.com customers needed to know.
3. Solution
We designed a seried of simulations, delivered online. These simulations placed the customer in a simulated environment before trying the platform 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.
4. 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.
Our Process is Simple:
By taking this approach, our learning solutions target the correct needs of the business and ultimately elevate performance in the desired areas.
Case Study
1. Objective
Later.com provides online social media scheduling services to influencers. Their business is growing and getting their customers ‘product ready’ has been a challenge.
Historically, they have relied on 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.
2. Approach
With an articulated goal, we interviewed SMEs to analyse 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 just providing the information would solve the problem, even if it wasn’t engaging.
So, we designed a series of digital learning solutions based on what Later.com customers needed to know.
3. Solution
We designed a seried of simulations, delivered online. These simulations placed the customer in a simulated environment before trying the platform 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.
4. 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.