Data management

Background

Mentimeter is primarily used to create engaging presentations and surveys. Essentially, we help people ask questions, create conversations, and get answers. And, after users share a presentation or survey, we offer several ways for them to dig into their data and build upon their insights.

Challenge

When I first joined Mentimeter, we’d automatically add a banner to the top of the page whenever a user viewed a file with result data. This banner simply suggested that users should “Manage their results”. However, if a user engaged with this flow, they’d mistakenly be encouraged to permanently delete data in their account without proper warning.

This was a pretty scary and negative experience for our users. To make matters worse, we didn’t have a good system in place to recover any data lost via this method, which led to countless pain for our Support team. We also felt that such a permanent message (“You have results”) wasn’t worth the real estate of a permanent banner, and we wanted to explore ways to contextually deliver the right message at the right time.

Our approach

To ensure we were building something that benefitted both our users and our internal teams, our team did the following:

• Completed an audit of the existing flow against heuristic design principles
• Met with Support to learn more about the types of issues users were experience with this flow
• Built an automated survey in platform to quickly learn why people used this feature immediately after selecting it
• Mapped out user flows based on both expected behaviors and jobs to be done assessed in qualitative research
• Ideated on unique ways to surface result management opportunities in more contextual ways
• Ran A/B tests with clickable prototypes to validate designs for each of our previously identified user flows
• Collaborated with Support and other impacted teams as key stakeholders throughout the process

Outcomes

Tickets related to lost data within the platform have decreased dramatically, and users have still been able to engage with our contextual messages without any additional friction. We’re still tracking overall success metrics for these changes, but as of now our Support and Product teams are quite excited about the outcomes.

Project samples & additional details

The "Manage results" CTA button didn't make it clear that users were about to delete their results. Additionally, the amount of info overwhelmed users.

Based on how many users were deleting their data, we focused on three key use cases in our explorations:

1) User has real results, wants to permanently delete all data

2) User has real results, wants to reuse their same slides without past data

3) User has test results, wants to delete

We reimagined the purpose of the “You have results” banner. Instead of permanently showing this to all users, we chose to show it only if we were confident a user had test results.

After finalizing our initial designs, we created clickable prototypes for each flow and asynchronously tested them with over 50 users each.

To improve on our original flow, we kept language short and succinct.

Additionally, we made sure to tie all CTAs directly to their corresponding headers, in case a user simply scanned the pop up modal.

We also tested if users would prefer to duplicate a file before clearing data to encourage data retention with positive friction.