Huggg

B2B platform to send gifts to employees and clients.

Redesigning a B2B SaaS App for success

In this project, I spearheaded the comprehensive redesign of a Huggg's B2B SaaS platform, aimed at addressing critical issues such as low conversion rates, poor adoption, and reduced basket size.

Through a meticulous discovery, we identified key root causes including unclear value proposition, technical performance issues, and a lack of user understanding. Utilising user research methodologies such as contextual inquiries and buyer journey analysis, we gained deep insights into user needs and pain points.

This informed our strategic decisions, leading to enhancements in features like reporting, order tracking, and dashboard design. The introduction of a Saasified platform with progressively disclosed user experiences significantly improved usability and engagement.

The outcomes were profound. We witnessed a remarkable fourfold increase in the percentage of users making purchases, coupled with a 1.2x increase in revenue per user. Furthermore, positive feedback and increased user satisfaction underscored the success of the redesign effort. This project exemplifies my expertise in product design, user research, and data-informed decision-making. It showcases my ability to drive meaningful improvements in user experience and business outcomes, ultimately delivering value and success for Huggg.

Automating customer data acquisition and processing with a no-code solution

TL;DR
Introduction >> Design involves problem-solving, with a focus on functionality. I support automation, especially using no-code solutions, as it encourages creativity and efficiency. These tools not only aid in testing and perfecting MVPs but also streamline operational tasks, easing the workload on developers. In this case study, I'll demonstrate our method of improving customer data acquisition by utilising readily available tools like Jotform, Zapier, and Google Drive.
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‍Background >> Huggg operates in a sector where customers often need to provide detailed information such as proof of tax payments, other sensitive  documentation related to their organisation. Initially, customers faced significant challenges in submitting these documents, leading to delays in processing and increased workload for the company's finance and customer service teams. Also, some of Huggg's suppliers like Mastercard® do detailed KYC checks before access can be granted to their Prepaid card® products.
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‍Challenges faced:
Complexity of forms >> The forms required from customers were extensive and varied, making it challenging for them to understand and complete them accurately.

Initial attempts and limitations >> Initially, the company explored using Google Forms and Microsoft Forms as potential solutions due to their ease of access. However, both platforms presented obstacles regarding document uploads and progress saving, which didn't align with the company's user-centric approach.

‍Document upload restrictions >> Existing solutions like Google Forms and Microsoft Forms posed limitations, such as the inability to upload documents without signing in.

‍Lack of progress saving >> There was no provision for users to save their form progress and return to it later without logging in, causing inconvenience and potential loss of data.

‍Discovering a solution >> Upon realising the limitations of existing platforms, I embarked on a search for a more suitable solution. After researching online, I found that JotForm met their requirements comprehensively. JotForm allowed users to fill forms without signing in, enabled document uploads, and provided auto-saving features, addressing the major pain points effectively.

‍Implementing automation >> With the form submission process streamlined, the focus shifted to automating data processing. I  integrated JotForm with Zapier, a platform for automating workflows between web applications. This integration facilitated the automatic creation of documents and notifications based on the information submitted via JotForm.
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‍Key features of automation:
Document creation >> Upon form submission, relevant documents were automatically generated based on predefined templates.
‍Attachment management >> Attachments submitted by customers were organised and stored in Google Drive folders corresponding to individual orders.
‍Internal notifications >> The system sent notifications to relevant internal teams via Slack, ensuring prompt action and follow-up on customer submissions.

‍Benefits realised:
Enhanced user experience >> Customers found the new submission process intuitive and convenient, leading to increased compliance and faster order processing.
‍Efficiency gains >> Automation reduced manual intervention, minimizing errors and freeing up resources for more strategic tasks.
‍Improved internal communication >> Slack notifications ensured that relevant teams were promptly informed of new submissions, enabling quicker responses to customer queries.

‍Conclusion:
‍By leveraging automation tools like JotForm and Zapier, Huggg successfully overcame the challenges associated with customer data acquisition and processing. The streamlined workflow not only improved user experience but also enhanced operational efficiency and internal collaboration. This case study underscores the transformative power of automation & no-code solutions in optimising business processes for greater effectiveness and customer satisfaction.