user education that feels good

The Problem

As with most SaaS platforms, there are learning curves to boodleAI's features. One such learning curve is the platform's terminology, including the term 'Predicted Fit', which is an important factor in determining a predictive model's effectiveness when applied to a group of leads that it has scored.

Via consistent user feedback, it became clear that there was a lack of understanding about what Predicted Fit was, or how it was being calculated for leads scored by the predictive model. Originally, Predicted Fit was being calculated as an average for each category of leads (i.e. A, B, C, D). The averages often caused anomalies in the Predicted Fit numbers which were confusing to users. For example in the below screenshot, where C leads have a higher Predicted Fit than the B leads.

Additionally, Predicted Fit is used to categorize lead quality (i.e. distinguishing between those who the model categorized as A leads vs. B, C and D leads), and users were unclear on the actual relationship between Predicted Fit and the lead categories.

Original Predicted Fit Display

01b1 Contacts - Filters – original

The Solution: A Re-Designed Experience

My solution to fill this gap in user knowledge was twofold:

1. Change the experience to a dynamic display of the aggregate Predicted Fit for a selection of leads, rather than a static Predicted Fit for each lead category (A, B, C or D) that relied on averages.

2. Include tooltips that explain what Predicted Fit is.

A Dynamic Experience 

The first element of the design was a blue bar that expands and contracts as the user moves the red slider. The aggregated Predicted Fit for all leads at and above the selected score cut off is displayed above the slider. Displaying aggregate Predicted Fit for any selection of leads meant the tool did not have to display static averages, instead calculating Predicted Fit dynamically. The dynamic display also shows the relationship between all the elements more clearly. The blue bar clearly represents the score cut off selection at each point, while the display above it tells the user what the Predicted Fit is for the leads in their score selection, which is more relevant to the user's goal than a static average. Play the video below to view the full experience.

Tooltips Provide Extra Information

The second element of the design were the tooltips, which clearly and concisely define Predicted Fit for the user. For these tooltips, I consulted with the Chief Data Officer to ensure the explanation was accurate.

01d Predicted Fit – Description Hover
02b Predicted Fit – Below n-a hover-2

An Enriched Analytics Platform for Sales, Marketing, and Fundraising Teams

boodleAI is a SaaS startup that specializes in enriched analytics for sales, marketing, and fundraising teams. Their mission is to democratize data, making it faster and easier for all organizations to locate their best leads and prospects in any contact list. By using advanced data enrichment and insightful predictive analytics, boodleAI enables its users to achieve lifts in conversion, engagement, and retention rates.

As an interaction designer at boodleAI, I designed a number of new features and platform enhancements based on customer feedback.