Used Design Thinking to Dramatically Increase Retention with new Analytics UX

Challenge: Due to declining growth rates across the company, searched for new ways to aggressively acquire net new accounts, expand existing accounts, or dramatically increase retention. Widely communicated our data analysis findings and my comprehensive plan to convince the Director of Product to fund a complete analytics overhaul. Approach and Results: Established retention strategy quickly by enlisting analyst and research groups to pinpoint key customer pain points and greatest retention levers.  Conducted customer experience research to understand behaviors, needs, and motivations that led to creating a green field approach to let go of old practices and provide a fresh start and a new perspective to delight our target users.  Utilized design thinking to reimagine our analytics experience that increased retention by 24%, feature usage by 300% to 560k monthly interactions, and cut time to user value by 80%.