Empowering Clients with Self-Service Automation

At Degreed, we recognized a pressing need to empower our clients with the ability to manage their own automation processes. Traditionally, all automations were handled by our support teams, resulting in scalability issues and limitations for our clients. To address this problem, we created a new automation feature that allowed clients to automate user management, learning campaigns, emails, notifications, assignments, and more.

We kicked off the project with research, conducting interviews with several clients to gain understanding of their pain points, needs, and preferences regarding automation. We used Dovetail to transcribe interviews, tag insights, visualize data, and share our findings. Through these interviews, we validated our assumption that clients were frustrated with the current system, uncovered some unexpected use cases, and used data to prioritize the work ahead.

Armed with insights from our research, we set out to design and develop a solution that would empower our clients while maintaining ease of use and scalability. We released a simple MVP version of the feature, allowing clients to create basic automations independently. This initial release laid the foundation for our vision of a self-service automation platform.

Following the MVP release, we continued to gather feedback from clients and iterate on the feature. One common request was for a more intuitive and user-friendly interface. In response, we revamped the design with a visual builder tool. This new design not only enhances the user experience but also provides clients with a powerful tool to create and manage complex automation workflows.

The introduction of the self-service automation feature marks a significant milestone in our journey to empower our clients. By enabling them to create and manage their own automations, we have unlocked new levels of flexibility, efficiency, and scalability. Clients now have the autonomy to tailor automation processes to their specific needs and goals, reducing reliance on support teams and accelerating their workflows.