Wie ESO mit KI-gestützten Kundenanalysen Signale im Rauschen findet
ESO at a glance
ESO’s industry and technology experts collaborate to improve community health and safety through the power of data
Herausforderung
Disorganized user feedback hindered ESO’s ability to prioritize and act efficiently.
Umsetzung mit Pendo
ESO used Pendo Listen’s AI tools to gather, analyze, and validate feedback.
Ergebnisse
Feedback analysis time dropped drastically, improving decision-making and user satisfaction.
Contents
While there are many high-pressure jobs in the world, nothing can compare to the work of first responders. Managing emergency situations—whether as a paramedic, fire fighter, or trauma nurse—takes clarity, speed, and precision. To do all that in crisis situations, they trust software solutions like ESO, the market leader in data and software for emergency medical services, fire departments, hospitals, and state and federal agencies.
ESO collects, manages, and analyzes emergency information to help over 1.2 million end-users to improve community health and safety through the power of data. “We help first responders stay engaged with patients, from the initial 911 call through hospital discharge,” explained MT McCann, ESO’s director of UX.
Die Benutzerfreundlichkeit eines Produkts beginnt mit Feedback
Keine Notsituation gleicht der anderen, und die Anforderungen entwickeln sich ständig weiter. ESO verlässt sich auf das Feedback der Benutzer, um die richtigen Produkte zu entwickeln, und sie bitten häufig um Input.
„Um ESO so benutzerfreundlich wie möglich zu gestalten, versuchen wir, das Feedback von Benutzern in allen Ländern und Regionen, in denen wir tätig sind, einzuholen.“
MT McCann, Director of UX
But any product manager (PM) knows just how time-consuming gathering and sorting through feedback is. With emails, Teams messages, spreadsheets, and even sticky notes, feedback sources are disparate and unstructured, making it difficult to find common threads and surface themes.
“It was difficult to process, categorize, and analyze the different avenues of feedback we were getting,” McCann added. “We’d get feedback from internal industry experts, our training team, salespeople, and support and customer success, and they all had different perceptions of priority.”
Surrounded by unstructured feedback across 20+ products, McCann’s team was left wondering: “How do we make sense of it all and make better decisions without getting overwhelmed?”
Mit KI die relevanten Signale im Datenrauschen finden
While ESO was drowning in feedback, they faced two additional hurdles: What feedback should they listen to? And perhaps most importantly, how should they close the loop and provide updates back to their users?
McCanns Team begann damit, die Kundenanalyse-Tools von Pendo Listen zu testen.
Listen hilft ESO, drei Probleme gleichzeitig zu lösen: Feedback zu sammeln und zu analysieren, Produktideen zu validieren und die Benutzer und Stakeholder transparent einzubeziehen.
„Feedback zu analysieren und Signale im Rauschen zu finden, war vor dem Einsatz von Listen eine große Herausforderung.“
MT McCann, Director of UX
“We capture feedback in-app via our resource center, which highlights that users can suggest enhancement feedback on the product. This helps us set the expectations that while we can’t act on 100% of feedback, we will communicate how the Product team have triaged the enhancement our users have spent their valuable time sharing with us, and communicate next steps,” McCann noted.
“We also explain what to do if users have uncovered a bug or outage. That way, product ideas don’t get lost within major issues.” Her team has also added third-party feedback (e.g. support cases with enhancement requests) into Listen for a 360° view of user sentiment.
Direkte Einblicke
Listen includes AI-powered feedback summaries that instantly surface trends. This means McCann’s team can sort through “hundreds, thousands of pieces of feedback” in just minutes. “Our PMs can copy and paste feedback summaries into presentations and discussion documents to gain internal alignment, and dig deeper where needed.”
With Listen, understanding customer sentiment isn’t as daunting a task. “We can start to see the patterns emerge. We can see commonality and group things together,” explained McCann. “We’re no longer overlooking blind spots or letting our most vocal stakeholders drive the decisions.
Erstellen einer datenbasierten Roadmap mit Ideenvorschlägen
ESO’s product team also uses Listen to suggest enhancement ideas from existing data and validate them in-app. ESO’s product team can send feedback items to Idea Tests to poll their end-users and send this data to their roadmap without leaving Pendo.
“Linking feedback items to Suggested Ideas has been a brilliant tool for our PMs because that input might’ve come from a totally different product area,” McCann said. “Only Listen’s AI tools can do that because it pulls from every data source. That would take a human hundreds or thousands of hours to do.”
„Mit Listen haben wir unseren Entdeckungsprozess noch kundenorientierter gestaltet.
MT McCann, Director of UX
Die Feedback-Elemente sind auch im Kontext der Produktanalysen dargestellt, sodass die PMs von McCann die Schritte und Herausforderungen überprüfen können, die aufgetreten sind, bevor ein Benutzer sein Feedback abgegeben hat.
Produktentdeckung zur Teamaktivität machen
Die kontinuierliche Produktentdeckung geht weit über das Produktteam hinaus, und McCann hat die Erkenntnisse über benutzerdefinierte Ansichten von Feedback-Elementen teamübergreifend demokratisiert. Das Ergebnis: Die Kunden erhalten schnellere Antworten, und die PMs sind weniger überfordert.
“The ability to work with cross-functional team members, triage, talk about feedback items, and bring them along on the journey is extremely valuable. We want them to be part of that analysis and empower them to input feedback they also hear during their interactions with our end-users,” McCann added.
Listen umfasst auch Ideenprüfung und Produkt-Roadmaps zur Unterstützung der kontinuierlichen Entdeckung. Feedback-Elemente sind mit der Produktnutzung verknüpft, sodass die PMs von McCann nachvollziehen können, was zum Austausch von Input geführt hat.
Mit Pendo verfügt ESO über die Tools, um in den kommenden Jahren ein erfolgreiches Programm zur Produktentdeckung zu realisieren.
“We’ve been launching Listen in different parts of our product since 2023, and we’re very excited for the continued benefits for our users and internal colleagues as we adopt future new features,” said McCann.
