Experiment Design

Atlassian

B2B / Ecommerce

Enterprise

Recommend templates based on customer behavior

Onboarding

Personalization

Design Lead

Charting impact

+36%

increase to setup completion rate

-50%

reduction in time-to-provision

3

6-month rolling average

Challenge

First time Confluence customers struggled onboarding, recognizing value, and staying active in the product.

Why this mattered

CONTEXT

Our Audience

Technical + Billing Admins of Server product sites

-50%

reduction in time-to-provision

Who was our audience?

Content

Friction points:

  • The current Confluence onboarding flow ask role and intent based questions, but little customization or configuration is applied from those inputs


  • Addressing this friction point requires our team to work across two different code-bases and design systems, due to how this flow is currently built/support

  • Due to technical reasons, it can take between 30 seconds to +3 minutes for Confluence sites to be provisioned during Setup. provision a Confluence site. While sites are provisioned, customers are when a customer creates their first Confluence site

Insights and ideas:

  • Due to technical reasons, it can take between 30 seconds to +3 minutes for Confluence sites to be provisioned during Setup.

  • We know from

  • Confluenc

  • While

COLLABORATION

Our strategy was to:

IF customers are able to select a template to start with during Set Up based on their JTBD and role type and land in that template in Editor



THEN more users will better understand the value of Confluence faster and drive d1-d6



BECAUSE users will get into Confluence faster, engage with a contextually relevant template that will help them realize value faster and convert to d1-d6 at a higher rate

Expand to view hypothesis in full

About the team and stakeholders:

IF customers are able to select a template to start with during Set Up based on their JTBD and role type and land in that template in Editor



THEN more users will better understand the value of Confluence faster and drive d1-d6



BECAUSE users will get into Confluence faster, engage with a contextually relevant template that will help them realize value faster and convert to d1-d6 at a higher rate

What I influenced and impacted:

This project was completed by a small team consisting of product management, development (3), and design. As the Lead and sole design on this workstream, I was responsible for:

  • End-to-end product design

  • Connecting with impact team

Delivery & Impact

Our strategy was to:

IF customers are able to select a template to start with during Set Up based on their JTBD and role type and land in that template in Editor



THEN more users will better understand the value of Confluence faster and drive d1-d6



BECAUSE users will get into Confluence faster, engage with a contextually relevant template that will help them realize value faster and convert to d1-d6 at a higher rate

Expand to view hypothesis in full

About the team and stakeholders:

IF customers are able to select a template to start with during Set Up based on their JTBD and role type and land in that template in Editor



THEN more users will better understand the value of Confluence faster and drive d1-d6



BECAUSE users will get into Confluence faster, engage with a contextually relevant template that will help them realize value faster and convert to d1-d6 at a higher rate

What I influenced and impacted:

This project was completed by a small team consisting of product management, development (3), and design. As the Lead and sole design on this workstream, I was responsible for:

  • End-to-end product design

  • Connecting with impact team

Solution

Hypothesis

If we target Server Admins with personalized messaging, intercepting their journey on non-Migration pages, and route them to the Atlassian Migration Program;then we will be able to get more of those customer to become limited aware, at minimum;because we know that they are actively visiting other WAC domains but are not getting Migration related messaging.

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