Objective

• Enabling the CEO to step back from making day-to-day decisions about the product (so he can instead focus on sales, marketing, partnerships, investment and growth)

Key Result

• Reduce the amount of time the CEO spends on product-related tasks and decision-making.

Responsibilities:

• Designing user journeys that accommodate New Feature Requests. There are 3 places that New Feature Requests come from:
• Sales - i.e. when the sales process is human-driven (i.e. involving CEO and a prospect; rather than someone taking the path of a free trial and setting the system up themselves and then evaluating whether to buy or not) the potential customer might request one or more new features. These requests would be shared with you for you to (a) decide if and how they fit within the Makerble product, (b) provide enough detail to the CTO such that he can provide a cost to develop this - that cost would then be presented by the salesperson to the potential customer as part of the sales process.
• Human Onboarding - i.e. while a client is receiving human-driven onboarding, they sometimes realise that there is additional functionality that they need or want. You would liaise with the client to understand their requirement and design it.
• Day-to-day Product Usage (Feature Request Form) - i.e. existing customers decide that they want additional features and complete the Feature Request Form. You would receive that form, liaise with the customer as necessary, design the solution and present it back to them
• Being the voice of the user… 
• …when it comes to prioritising bugs: Some bugs prevent customers from doing their day-to-day work, whereas other bugs are just annoying but not mission-critical. Developers and the CTO don’t have enough of an understanding of how users use Makerble to be able to tell the difference. However over time, you will. So when bugs are reported, your role will be to categorise them into those two camps so that we don’t get distracted by low priority problems but equally, give attention to high priority fixes. The CEO will support you with this until you feel able to make those judgement calls on your own.
• …when it comes to understanding certain Customer Service queries. At the moment, no-one understands the product the way the CEO does, but as Product Designer, you would gain a deep understanding of why the product exists and how users use it. One of the ways this will help the team is when Customer Service queries arrive which our 2 junior Customer Service execs struggle to understand - your user insight will likely help them understand what the user is actually asking. The CEO largely does this and will continue to do this until you feel comfortable doing it. At the moment this happens about once a week.
• Improving the design of the product
• Identifying where improvements are required across the product and doing or leading the design.
• Deciding where to go to gain insights, e.g. choosing to continue with our existing tools like Microsoft Clarity, Hotjar, ProductFruits, etc, and/or putting in place new methods such as focus groups, user interviews, surveys, other analytics tools (e.g. Posthog) or other UX research methods and design processes that you feel would add value.
• Designing improvements based on Customer Service queries. We have about 3,000 users and receive about 5 Customer Service queries a week. Whenever a Customer Service query pops up, the CEO considers why it came up in the first place and identifies what could be done in the product in future to make it more intuitive such that this type of query doesn’t occur again. So far that approach seems to be working as we don’t tend to get many queries about the same thing. This responsibility would now be yours.

Strategic Priorities

1. Self Service Onboarding

Objective

• Enabling people to set the system up by themselves without human support from Makerble

Key Results

• Increase the percentage of users who can successfully set up key parts of the platform without human support from Makerble, namely:
• Set up a survey, deploy it and report results
• Set up and deploy a referral form (the charity equivalent of a lead generation form)
• Set up a CRM and import contacts into it
• Schedule events, add a register to track attendance and access attendance reports

Indirect Key Results - we would expect to see an increase in this too, but appreciate that it might not happen due to other factors

• Increase the Free Trial to Paid Customer conversion rate
• Reduce the time spent by the CEO (and support staff) doing onboarding

What this means in practice:

We have organised the onboarding process into four stages for each client - Design, Build, Import and Embed. 

• (Design) Removing the need for clients to talk with the Makerble CEO to complete a ‘Platform Outline’ - this is a table that helps the lead user within an organisation think through how they will use each component on Makerble. 
• One of our ideas to resolve this is by building a variety of onboarding wizards that help a lead user think through some of these things. 
• But you would ultimately lead this work and if you felt that an alternative approach would be better, you would have scope to pursue that as you saw fit. 
• (Build) Empowering a lead user to create KPIs, forms and surveys themselves rather than paying a Makerble Onboarder (typically the CEO) to do that for them. 
• We have made progress towards making this easier but we know that more work is required on helping users understand the Survey creation, deployment and analysis user journey in particular. 
• Again, we have some ideas but this would very much be your domain to improve as you see fit.
• (Import) Giving a lead user the confidence to import their historical spreadsheet data themselves. We have built a CSV Import tool that guides users through the process step-by-step but so far, this has primarily been something that the Makerble CEO has done, apart from when the process has been documented and then handed to a client for them to do themselves.
• We’ve added the option to delete an import - so that if you make a mistake, you can easily correct yourself. But there’s more that we can do. We have ideas to add a CSV Template and update the CSV Import process so that Makerble automatically detects the types of field that need to be created (rather than you needing to create those fields in Makerble first - which is currently the case) 
• That being said, you would have ownership of how this process evolves
• (Embed) Empowering a lead user to train their users themselves, without needing to book a training session delivered by the Makerble CEO. 
• Our current idea to fix this is to enable a lead user to design the step-by-step user journeys for each of their user groups, so that when those users sign in for the first-time, they are presented with a tutorial that guides them through those steps. 

Future Priorities

2. Objective: Improve user satisfaction and evangelism

Key Results: 

• Increase the Net Promoter Score
• Increase the number of potential customers who came across Makerble due to encouragement by a current user

3. Objective: Improve the Website Visitor to Free Trial conversion rate, i.e. the proportion of visitors to the website who then start a Free Trial or book a demo.

Additional information

• Tools we use: Slack, Google Drive, Google Docs, Google Sheets, Google Slides, Figma, Figjam, Trello, Jira
• How we work: the developers work in two week sprints, we follow a Scrum approach to Agile. 
• We like to iterate and collaborate - we prefer to see work-in-progress rather than holding things back until the perfect finished article is created.