Problem Statement: To find an answer as to why the subscribed members tend not to utilize the
available courses or the platform in general which leads to unhappy clients and puts the future chances of
the client renewal or referral
Objective: Associate more users with the platform’s offering through increased activities in order to
improve user satisfaction and retention levels as well as encourage users to interact with the platform and
provide feedback.
User Journey & Data Analysis
Approach:
● Perform an analysis of user engagement activities and report on engaged users and nonengaged
users.
● Determine points in the user journey that users abandon the process (eg: during login,
mid-course journey, course completion, Job Assurance/certification).
● Classify content areas and the associated course types that have the least engagement levels
and high churn rate
Action:
● Develop a detailed user journey map from onboarding to the completion stage.
● Identify the engagement levels for the users as high, medium, and low.
● When looking for inactive users, will try to identify the common problems that possibly caused
them not to participate eg: The UX was too complicated, no motivation, or awareness, unrelatable
content, was not needed at present, and would not be able to scope.
● Conduct several A/B tests to find the best-fitting test designs that will enhance the usability of the
platform in the shortest time possible.
Personalized Onboarding and Nudges
Approach:
● To implement personalized onboarding, use the information derived from AI about the user’s
ambition in their career as well as their interests.
● Construct learning pathways that suit the particular learners and make them confident
Action:
● Use automation to send welcome emails as well as provide a platform tour showcasing the main
features that should be used to effectively to complete the course.
● Encourage the users to take several self-paced nudges through the in-app notifications to enable
them to search for parts of the course or specific features that they have not leveraged and
encourage users to reach out for assistance if they are encountering challenges.
Gamification and Rewards
Approach:
● Add gamification elements to boost users. Give points, badges, or any reward that is worth
working for in completing lessons, taking quizzes, participating in intra-quiz competitions, or
utilizing important features of the platform.
2
Action:
● Create a UI element in the i-Sight where top users will be presented in a hierarchy through the
means of a leaderboard.
● Encourage learners through the courses and milestones that encourage them, Allow for course
completion progress to be displayed in user-specific dashboards to encourage further
engagement.
● Conduct intra-quiz or in-house to bring competition among similar user types for a particular
course type
Regular User Feedback & Support
Approach:
● Ask the users how they feel about the product at each level of the course journey by integrating
in-app surveys or feedback forms at the end of every in-app experience.
Action:
● Incorporate push(s) to users via in-app surveys, feedback boxes, and emails to request users’
feedback and their improvement suggestions.
● Use AI applications to process text and help to evaluate emotions contained in the feedback
provided.
● Implement live chat where AI-based chatbots guide users to resolve issues on the spot to
practically eliminate possible drop-off.
● Critique the KPI that is geared to measure post-sale follow-up - the gap between post-sale issues
brought forth and those remedied:
● Issue Raised vs. Resolved Ratio: A low gap indicates efficient problem-solving.
● Average Time to Resolve Issues: This helps assess responsiveness and efficiency.
● (CSAT/NPS) This reflects the quality of issue handling and overall user experience
Subscription Health Monitoring Re-engagement.
Approach:
● Predictive models to target users with a high probability of churning (i.e. inactive users).
● Create a subscription health score that captures important metrics of activities and engagements,
including the number of lessons finished, and user journey completed as expected in the set
period.
Action:
● Campaigns to contact users with low health scores through emails or push notifications
● Mentoring through one-to-one assistance if required for users with very low health score
Community and Social Proof
Approach:
● Have the end-users engage by discussing in actively moderated forums, attending seminars or
even participating in live question-and-answer sessions.
Action:
3
● Set up a section where users can post their achievements and testimonials highlighting the merits
of the platform.
● Conduct monthly web conferences, and webinars, or even invite industry professionals or past
students for live interaction. These functions should be advertised in the dashboard and via push
notifications to enhance user interaction with the platform.
Overall Success Metric
● User Engagement Rate: Creates a larger number of active users within the platform.
● Churn Rate: Users tend to leave less frequently.
● Completion Rate: Achieves more course completion.
● Login Frequency: More logins to account after purchase.
● User Retention Rate: Better indicators of renewals.
● Feedback Score: Higher CSAT and NPS scores.
● Issue/Bug Resolution Time: The shorter interval between the sale and the resolution of the
customer’s concerns.
● Gamification Engagement: Enhanced usage of quiz and leaderboard participation.
● User Health Score: Enhanced subscriber health.
● Community Engagement Score: More active in forums and webinars.
Conclusion:
we can use data analytics for smarter business movements, improve the onboarding experience for better
conversions, apply a strategy of free gamified learning, and foster the community. This will contribute to
solving the problem of the current imbalance of selling subscriptions and the need for its active usage.
Renewals and active engagement will improve as well with the understanding of enhancing the overall
experience of users and their feedback on the platform.
