UX Challenge
Existing product is going to be migrated to a new platform and technology. This migration is not going to happen for all customers at once but each customer will decide whether they want to migrate or keep using legacy product. Newer plaform also has some constraints and thefore all the features available in legacy platform cannot be migrated for our customers.
Figure out what can we do to make sure that the customers, who choose to migrate, do not rely on our legacy platform for their day-to-day needs and the constraints existing in the newer platform are not a make-or-break deal for our customers.
UX Strategy
Define what successful migration means from customers' perspective and identify key migration success metrics. Measure these metrics over time and provide insights to product team so that migraiton is smoother and beneficial for both organization and its customers.
Identify whether the constraints in newer platform are make-or-break deal. If yes, find out a workaround and see if the workaround actually works for the customers.
What we did
Idenity what must not change after migration
We started talking to sales team and project managers who were managing customers. We asked them to identify what are the key set of functionality that customer rely on for their day-to-day operations. We gathered that data and made it available to product team. We used this data to identify and prioritize the migration efforts.
Capture migration success metrics
We also kept taking to customer on monthly basis to measure their reliance on legacy platform. If they were relying too much, we communicated the findings to the product team which would then take an informed decision to build features which customers needed in the newer platform.
We also used the knowledge and isnights when migrating other customers. We already had some understanding about their needs and therefore migrated platform already had the funcitonality that they needed in their day-to-day operations.
