SaaS | B2B | 2 Months
Web application to track printing in remote work environments
The business aims to implement a comprehensive print-tracking feature that monitors all printed documents, regardless of printing method, user, or location, expanding beyond the previous limitation of only tracking documents printed through the PaperCut Printer.
My role
- Discovery: 2 weeks
- Ideation & design: 4 weeks
- User testing: 2 weeks
- Helping GTM team create KB & user guides
Team & tools
- Design Lead (myself), Product lead (Vuthy), Dev lead (Behzad)
- Tools: Miro, Figma, Draw.io
Business goals
- Win customers with high print volumes,
- Gain competitive edge in tracking capabilities,
- Target businesses with hybrid working environments.
Product goal
Achieve a 50% adoption rate for the new print-tracking feature among customers within the first 90 days post-launch.
The problem statement
How might we assist product administrators in uncovering the new tracking component within the application and effectively guide them to activate it for all print users in their organisation?
Final outcome
Design challenges
Discoveries, insights and some fun we had along the way.
Managing a wide blast-radius
The component had a considerable blast radius affecting other areas of the admin console such as printer configuration & job-logs.
I turned it into an opportunity by mapping out common admin discovery paths, where they would naturally encounter this option. I updated the copy, refined the design, and added strategic tips to enhance their print environment with improved tracking.
Covering knowledge gap
The main challenge was educating administrators on the new tracker versus the default system they were used to, highlighting capabilities and limitations to help them assess its value for their organisation.
I involved a copywriter early on to identify knowledge gaps for admins, then created a step-by-step guide to educate and assist them in configuration.
Make status visual
User interviews revealed that admins’ lack of knowledge led to hesitancy in enabling the new tracking, despite no adverse consequences. To ensure the tracker’s success, we needed a simple design and mitigate perceived risks, empowering admins to enable it confidently.
I led a design-storming session that enhanced the status design, with the interaction designer notably adding sophistication for an excellent outcome.
Manage privacy concerns
During research, it was discovered that individuals working from home are concerned about privacy, particularly whether their printed documents are being transmitted to a server.
After consulting with the legal team, I incorporated a monitoring notice into the user-invitation email and developed a separate email template for administrators to notify existing users.
Outcomes and success
The new print tracking feature has been well-received by customers, with 32% customers (discovering and) enabling it within the first 30 days. Furthermore, the percentage of documents tracked through new tracker continuously increases week after week, indicating growing adoption and ongoing utilisation of the feature.
High uptake
32% customers discovered the tracker and enabled it within 30 days after launch.
Becoming first choice
The tool has become the app’s primary document tracker, surpassing the previous default.
Low support requests
A high uptake results in an influx of support requests but we’re excited to find seamless adoption with minimal need for support.