Implementing "The Lattice of Value" to Increase Customer's Adoption

EngageRocket's research revealed a key challenge: CHROs reported that managers struggled to interpret insights on their dashboards, which were often filled with complex data sets and visualizations. Managers were unable to easily translate these insights into actionable plans, largely because their dashboard mirrored the complexity of the CHRO’s view, which was not suitable for their day-to-day needs.

To address this, the project focused on designing a simplified, user-friendly version of the manager's dashboard. The goal was to increase its value by making it easier for managers to use, ultimately improving the likelihood of adoption. This redesign aimed to help managers engage with the platform, derive meaningful insights, and take immediate action, fostering greater customer satisfaction and retention.

The initial UX research predominantly relied on interviews with CHROs, which helped create validated CHRO personas but overlooked the needs of managers. This left a gap in understanding the direct end-users—the managers themselves—who would interact with the dashboard daily. As a result, the insights gleaned from the research didn’t fully capture the user journey or address pain points specific to managers.

Given the tight timeline—just 30 minutes per day for three days—the design team had to work efficiently and prioritize based on available data. The approach centered on analyzing existing findings, defining problem statements, and identifying opportunities for improvement. Despite the limited time, the team was able to create a framework for addressing the dashboard’s complexity and begin crafting a more intuitive solution.

An iterative process was adopted for the redesign, with immediate feedback being incorporated into the prototype during ongoing testing. As non-customer participants showed interest in the new features, they were connected to the Sales team, which helped expand the potential user base and provided valuable insight into how the product could be further refined to meet user needs.

－ 30% increase in manager dashboard adoption: Post-implementation, managers were 30% more likely to use the platform regularly due to the streamlined and intuitive dashboard experience.

－ 40% improvement in manager satisfaction: Surveys showed a 40% increase in manager satisfaction, particularly around ease of use and the ability to quickly translate insights into action.

－ Expanded user base: Through the iterative testing process, non-customer participants expressed interest, which led to an expanded user base and additional sales opportunities.