Poppy Bridal App by Gravity Payments
Product Owner
Designer
Tools
Figma
Jira
Role
Slack
Poppy is an all-in-one product for bridal stores that features a POS system, CRM inventory management, appointment booking, customer messaging, and more. Their aim was to continue to add features to be competitive in the space, while maintaining current customer relationships. They faced the growth stage dilemma of wether to devote time to fixing current features to reduce churn of current customers or push quickly developing new features to be more competitive.
1.
I started as a part-time designer, building out the messaging center to match the current design. This role quickly evolved into a Product Owner capacity as teams shifted and changed. The biggest issues the product faced was a lack of real user feedback and hundreds of tickets in the backlog. This was masking the fact that users were not happy with the current functionality and were using complex workarounds to complete everyday tasks which was time consuming and frustrating.
Why?
Not being able to communicate with customers from the app was frustrating to current clients and a big competitor strength.
3.
Huge backlog of tickets combined with an unclear and ever changing roadmap led to internal team confusion on priorities and bugs being overlooked for months.
2.
No real user feedback led to the dev team being in the dark about the way the app was actually being used and frustrated customers who felt they weren't being heard
Problem
1.
As I moved into the PO role and away from design, I solved these issues by immediately gathering customer feedback, as well as collaborating with the sales and customer service teams. We immediately released the communication center to solve the biggest concern. From there a more comprehensive roadmap was built out that tackled both the backlog and updating current features to better meet customer expectations. This included phasing in a new streamlined design which reduced the amount of clicks users needed for everyday tasks and introducing the highest requested feature of a Text2Pay option. These changes resulted in happier current customers and an increase in new customers to the platform.
How?
Immediately solve the communication problem by gathering customer feedback and building out a messaging center that met their immediate needs.
3.
Implemented feedback into a solid roadmap to address all glaring issues within the app and created a more organized system to address the backlog of tickets so our queue stayed below 100 tickets at a time.
2.
Implemented a monthly "brain trust" of volunteer users to give feedback on current feature and the functionality of future features.
Solution
Before
User Dashboard
After
Before
Calendar
After
