SaaS Analytics

ABOUT

RevenueStory is Chargebee’s SaaS analytics offering. In spite of being feature rich, the usage and adoption of the product was low. This is a multi-pronged effort to reverse that.

TEAM

Research and Insights

Key Insights

16% customer tickets had “improved usability and discoverability” theme

RevenueStory isn’t the single source of truth for enterprise customers

Key Personas

Cynthia, the C-level Executive: Understand the overall health of the business

Victor, the VP of Finance: Perform detailed analysis on specific reports to understand correlation between different metrics

Alex, the Analyst: Do complex analysis by combining data from different sources to identify problems and drive efficiency

Design Strategy

1. Simplify the offering and set a strong foundation
2. Expand footprint in advanced analytics use cases
3. Establish a comprehensive solution for actionable business intelligence

Key Experience Areas

Here is a gist of the larger experience areas that were revamped or built from the ground up.

1. Dashboard Revamp

Make key capabilities more discoverable and simplify the user experience

2. Report Explorer

House all pre-built reports in one single space

3. Data Out

Make it more seamless for customers to automatically extract data to their warehouses

4. Smart Insights

Leverage insights as triggers to cross-product workflows and steer towards action

Design Exploration

Dashboard Revamp

Here, we started by exploring the expression of different zones and elements of the dashboard, such as the header, KPIS and charts.

Next, we explored different layout options to compose the dashboard.

With the above falling in place, we then thought about how the user might customise the dashboard; should that come with preset layouts or more flexible layouts were the questions that we were asking ourselves as we explored this.

Prototype for User Testing

After rounds of design iterating and feedback from internal stakeholders, I took a consolidated prototype into a round of user testing.

Learnings from User Testing

Resizing of the first graph is not 100% clear where to start for users

Users thought they could select the KPI / chart empty state to add items. They also thought this was the intended positioning of the KPIs / charts

Want to select certain KPIs / graphs and then be able to deep dive on it

Final Designs

Here’s the prototype of the final design for the dashboard revamp.

And here is a peek at the prototype for Smart Insights.

Results and Impact

The Reports Explorer experience has been adopted by 100% of our customer base

The Dashboard Revamp has a lot of positive feedback during usability testing and sales demos

The Smart Insights solution actually helped one of our adjacent product teams adopt our solution

The Data Out solution has unlocked 7+ enterprise deals in 2024