My experiences with Pendo for product
Imagine you work in a call center and 60% of the time if you take multiple pages (i.e. a long time”) to fetch the information of the patient then they will serve fewer patients. It will take time out of their primary tasks and they will land up doing the heavy-lifting tasks. So how did Pendo help me as a product manager? Pendo is another great tool that will help you understand how your product is being used. Think of it as you are trying to determine how users are navigating your website.
Primary things it helped me with
What pages does the user find the most useful? - We found the workflows i.e. the origin of different pageas.
Made us confident for decision-making - We realized that few features/products are not being used at all. Sometimes, users adopt workflows because that is the only way available. (For eg: one of my customers said that I am using 6 steps to learn if a patient is struggling because your app doesn’t provide me the same in 1. This means we have better ways of decision making.)
Where are the users logging from? - It helps with identifying which customers and the regions are finding our product useful.
Are users screen-scrapping? - This was a real great revelation. We founf that in a minute that there were were 20000 events for a page. It was too many events for a minute for that page. It turns out that we did not have an API that meets the needs of our customers and the information was available only on our website.
What else can it do?
- Collect feedback from users - Your customers can put in their feedback/feature requests etc. and this is great for product managers because without this the time taken to get this feedback is months. But with this feature, users can add this feedback in an instant and the product manager can reach out to them for details.
Final Thoughts
Ultimately, your website/app should have the most efficient workflow i.e. fewest number of clicks and minimal information to get their job done. With pendo, you can check how users are using your product. If the workflow is tedious then your clients will drop off your product and find alternatives. They should be able to focus on their primary tasks.