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.