We reimagined GoToWebinar by inviting customers to sketch, brainstorm, and create their ideal webinar experience alongside our design team. Findings from this work shifted the product strategy to a complete redesign for the product.
I co-created a workshop to disrupt how my colleagues talk with customers, and it’s working. Since its inception, this 4.5 hour workshop has trained over 150 colleagues about active listening, asking good questions, mitigating bias, and analyzing data.
BENCHMARKING WEBINAR PRODUCTS
I collaborated with a customer insights analyst to benchmark product satisfaction and ease-of-use for GoToWebinar and three competitors. We surveyed 400 active users for each product about design, features, trust, and loyalty. These findings convinced stakeholders to modernize the product to attract a younger customer base.