The Payment Protection Plan

When we entered the global pandemic, there was a large impact on the global economy. This was especially difficult for small businesses around the country. Once the U.S. Government implemented the Payment Protection Plan, an avenue of relief was opened to these small businesses. It also opened up our platform to an entirely new customer set, as one of our customizations was used to upload their applications.

As Product Manager on this, we delivered quick iterations working with several other groups to ensure that the customers were able to upload their documents more easily.

Prior to this project, for a user to see what their customers had access to, they had to upload their folders individually. This was time-consuming and not the most efficient way to populate their VDR.

Over the first weekend, we were flooded with feedback through our internal system that was clear that our new user base was having difficulty uploading their application information.

With the active users base growing from 80000 to over 300000 over the course of 3 weeks and over 2 million documents uploaded by the new user base. In the beginning, we were getting feedback with a rate of 45% of our users struggling with the upload process down to <1% struggling. Here are the results...

Standard Experience

April 3 - 8

83,160

Active Users

568,275

Documents Uploaded

45%

Struggling with Uploads

Simplified Upload Experience Available

April 9

113,990

Active Users

826,984

Documents Uploaded

8.4%

Struggling with Uploads

Simplified Upload After One Week

April 14

187,958

Active Users

1,261,747

Documents Uploaded

4.8%

Struggling with Uploads

Simplified Upload After Two Weeks

April 21

306,636

Active Users

2,050,877

Documents Uploaded

<1%

Struggling with Uploads

Learnings

Experience Matters

When you can accommodate a new large customer base, and have the ability to move quickly to help out a population in need, it is possible.

Feedback is Essential

Without the proper feedback, we wouldn't have been able to address the issue and help out the small businesses.

Importance of Testing

We have proof that the implemented changes are successful and would like to implement the changes throughout the platform.

People Matter

Working with people that wanted to solve this complex problem made all the difference in the world. Everybody involved had a part to play and each part was essential.