Loopio Reporting & Analytics

Loopio Projects Report dashboard. Project type: RFP Software. Role: Product Designer and Researcher.

Timeframe 6 months, 2023

The problem
Reporting wasn't giving Sales Response Managers the data they needed to prove Loopio's value to their leadership.
My role
Product designer and researcher. I ran the exploratory research, a value/impact workshop and a focus group with Customer Success Managers.
The team
A scrum team of engineers, an engineering manager, a project manager and the design lead, supported by a senior UX researcher and a data scientist
The outcome
Shipped quick-wins across the Projects, Library and Users reports: more robust filtering, a better horizontal scroll experience and more metrics.

Loopio is a product that aims to increase efficiencies and empower sales response teams when responding to RFPs (Request for Proposal), DDQs (Due Diligence Questionnaire), SQ (Security Questionnaires), RFIs (Request for Information), and more.

When tasked with increasing adoption of Loopio across an organization, it becomes critical for Sales Response Managers to make a case to leadership of the value that Loopio provides, this is where Reporting steps in.

Before any new research was done I looked at past research which informed some of the questions I would ask in the first round of exploratory research:

Problem statement

Increase usefulness of Reporting by providing relevant data and insights that enable its main users to prove the return on investment of adopting Loopio.

Workflow diagram mapping error, empty and successful states for loading reports, applying filters and exporting a table.

We were able to construct two different main user types of Reporting:

User 1: Admins, RFP managers

User 2: Content managers

👆 Primary use

  • Exporting data to be combined with data from other sources, usually a CRM
  • Data is used for crafting presentations to their leadership teams

👆 Primary use

  • Making sure Library content is up to date and readily available for SMEs and other project contributors

👉 Secondary use

  • Project management

👉 Secondary use

  • Following up on Library review cycle assignees
Three early wireframes of the Library Usage and Projects reports, centred on the filtering experience.

Because of some of the complexities of the project, its release was broken up into three phases:

To determine the quick-wins I ran a value/impact matrix activity with core team members. The list of features was quite extensive, so I started with a round of dot voting to narrow it down to the ones we thought would have the most impact.

Value and impact matrix plotting features such as custom date range filter, save-able filter presets and interactive charts by effort and impact.

I ran a focus group with a few Customer Success Managers representing some of our largest enterprise customers. The goal was to validate specific design elements and fine tune the designs.

Final Projects Report: filter panel on the left, dashboard of project volume, type, status, completion time and answer automation, and a projects table below.

A key function I wanted to work on was the horizontal scroll experience, a common pain point identified by Customer Success Managers and interviews with customers. Below is the new version with improvements.

Showing 15 projects
Verizon Information and Physical Security QuestionnaireKevin LingSalesforce UserDec 18, 2022Jan 21, 2023SQLost78h 42m100%
Exterro Vendor Risk ProfileMaggie GarrattSalesforce UserMar 9, 2023Apr 12, 2023RFPActiveN/A12%
Velocity EHS Vendor Risk AssessmentKevin LingKevin LingDec 6, 2022Jan 16, 2023DDQWon97h 15m100%
Manulife Global Vendor Information Risk AssessmentMaggie GarrattJohn StricklandFeb 17, 2023Mar 24, 2023OtherActiveN/A34%
FTI RFP/DDQ Vendor Questionnaire for AlphaFMCAshleen SmithAshleen SmithFeb 8, 2023Mar 12, 2023OtherActiveN/A62%
Northwind Bank Third-Party Security QuestionnaireNancy FittipaldiSalesforce UserJan 4, 2023Feb 10, 2023SQWon64h 20m100%
Contoso Health Cloud Services RFPJohn StricklandMaggie GarrattNov 21, 2022Jan 6, 2023RFPWon112h 05m100%
Fabrikam Logistics Request for InformationTerrance CrawfordTerrance CrawfordFeb 27, 2023Mar 31, 2023RFIActiveN/A48%
Globex Insurance Due Diligence QuestionnaireAshleen SmithSalesforce UserOct 12, 2022Nov 18, 2022DDQLost51h 30m100%
Tailspin Airlines Vendor Onboarding RFPKevin LingNancy FittipaldiMar 2, 2023Apr 28, 2023RFPActiveN/A21%
Woodgrove Financial Data Privacy AssessmentMaggie GarrattJohn StricklandJan 19, 2023Feb 24, 2023SQStoppedN/A40%
Adventure Works Retail Platform RFPNancy FittipaldiSalesforce UserDec 1, 2022Jan 13, 2023RFPWon89h 10m100%
Litware Software Security ReviewTerrance CrawfordKevin LingFeb 14, 2023Mar 17, 2023SQActiveN/A73%
Proseware Education Services RFIJohn StricklandJohn StricklandNov 8, 2022Dec 9, 2022RFILost38h 45m100%
Wingtip Telecom Network Upgrade RFPAshleen SmithMaggie GarrattMar 6, 2023May 5, 2023RFPActiveN/A8%
Rebuilt here from the final design. Give it a try: set some filters and press See Results, click a column to sort it, and scroll sideways and up and down. The project names and column headers stay put.
Library Report with filters, library health, review coverage, review totals and a table of library entries.
Four variations of the Library Report filter panel: all entries, stacks with a custom date range, categories, and sub-categories.

Showing 20 entries
Is there a documented policy and program for business continuity and disaster recovery that has been approved by management?SecurityBusiness ContinuityDisaster RecoveryKevin LingOverdueEnglishSecurity, PopularDec 12, 2022Jan 11, 2023Jul 10, 2023Apr 19, 2021Oct 22, 2022
Describe your incident response process and how quickly customers are notified.SecurityBusiness ContinuityIncident ResponseMaggie GarrattCompletedEnglishSecurityNov 13, 2022Dec 28, 2022Mar 28, 2023Aug 2, 2022Oct 11, 2022
Is customer data encrypted at rest and in transit?SecurityData ProtectionEncryptionAshleen SmithCompletedEnglishSecurity, PopularNov 12, 2022Dec 27, 2022Jun 25, 2023May 11, 2021Oct 13, 2022
Les données des clients sont-elles chiffrées au repos ?SecurityData ProtectionEncryptionNancy FittipaldiIn ProgressFrenchSecurityJan 10, 2023Feb 24, 2023May 25, 2023Oct 1, 2022Nov 26, 2022
How often are backups performed and tested?SecurityData ProtectionBackupsMaggie GarrattCompletedEnglishSecurityNov 29, 2022Jan 28, 2023Apr 28, 2023Oct 12, 2022Dec 25, 2022
Wie oft werden Backups durchgeführt und getestet?SecurityData ProtectionBackupsTerrance CrawfordCompletedGermanSecurityNov 7, 2022Dec 7, 2022Mar 7, 2023Sep 22, 2022Oct 9, 2022
Are there any material claims or judgments against the company?CompanyCorporate InfoLegalKevin LingOverdueEnglishLegalDec 24, 2022Jan 23, 2023Apr 23, 2023Oct 6, 2022Dec 3, 2022
Please provide audited financial statements for the last three years.CompanyCorporate InfoFinancialsMaggie GarrattNot StartedEnglishFinanceFeb 13, 2023Apr 14, 2023Jul 13, 2023Jun 14, 2021Jan 21, 2023
Security awareness training?CompanyPeopleTrainingAshleen SmithIn ProgressEnglishSecurity, PopularJan 13, 2023Mar 14, 2023Jun 12, 2023Mar 17, 2022Nov 26, 2022
Do you run background checks on new employees?CompanyPeopleHiringNancy FittipaldiIn ProgressEnglishLegalJan 10, 2023Mar 11, 2023Jun 9, 2023Sep 29, 2022Nov 18, 2022
Share a case study from a healthcare customer.Client Outcomes and TestimonialsCase StudiesHealthcareJohn StricklandIn ProgressEnglishHealthcareJan 19, 2023Feb 18, 2023Aug 17, 2023Aug 27, 2022Jan 13, 2023
Describe results you achieved for a financial services client.Client Outcomes and TestimonialsCase StudiesFinanceTerrance CrawfordNot StartedEnglishFinance, PopularFeb 8, 2023Mar 25, 2023Sep 21, 2023Oct 21, 2022Jan 8, 2023
Provide three enterprise customer references.Client Outcomes and TestimonialsReferencesEnterpriseNancy FittipaldiIn ProgressEnglishPopularDec 17, 2022Jan 31, 2023May 1, 2023Sep 1, 2021Jan 15, 2023
Proporcione una referencia de un cliente con menos de 1000 empleados.Client Outcomes and TestimonialsReferencesMid-marketMaggie GarrattNot StartedSpanishNoneFeb 8, 2023Mar 10, 2023Jun 8, 2023Oct 10, 2022Dec 29, 2022
Which CRM systems does your platform integrate with?ProductIntegrationsCRMAshleen SmithIn ProgressEnglishPopularJan 7, 2023Feb 21, 2023Aug 20, 2023Jun 3, 2022Dec 14, 2022
Do you support single sign-on (SAML 2.0)?ProductIntegrationsSSONancy FittipaldiIn ProgressEnglishSecurityJan 17, 2023Feb 16, 2023May 17, 2023Aug 7, 2022Jan 10, 2023
¿Ofrecen inicio de sesión único (SSO)?ProductIntegrationsSSOJohn StricklandCompletedSpanishSecurityNov 22, 2022Jan 6, 2023Apr 6, 2023Jul 14, 2022Nov 15, 2022
What reporting and analytics come included?ProductFeaturesReportingTerrance CrawfordIn ProgressEnglishNoneJan 25, 2023Feb 24, 2023Aug 23, 2023Feb 12, 2022Jan 9, 2023
How does the platform automate repetitive answers?ProductFeaturesAutomationKevin LingIn ProgressEnglishPopularJan 16, 2023Mar 2, 2023Aug 29, 2023May 10, 2021Nov 28, 2022
Does the platform keep an audit trail of changes?ProductFeaturesReportingMaggie GarrattOverdueEnglishSecurity, LegalDec 5, 2022Jan 19, 2023Apr 19, 2023May 2, 2021Jan 7, 2023
Also rebuilt from the final design. Switch the Library level to see the filters change, pick a stack to narrow its categories, then press See Results. The demo treats today as January 31, 2023.
User Workload Report filtered to two users and a custom date range, showing questions status, overdue tasks, active library entries and active projects.
User Management Report showing time spent answering and reviewing, user license breakdown and average time spent in Loopio.

Problems I ran into:

My solutions:

Problem

Reporting isn't used because many customers used Loopio as a point solution

Solution

Expanding reporting functionality, mainly more robust filtering, to make reporting more useful

Problem

Reporting isn't used because of lack of actionable and relevant data

Solution

Greatly expanding the number of metrics available in Reporting

Problem

Data cleanliness is an issue

Solution

Making sure to help remind clients to clean test projects from their Loopio instance

Problem

Complexity of this project, which involved 3 different teams

Solution

Regular updates within and across teams, technical program manager helps coordinate across teams

Problem

UI interaction limitations exposed need for a more robust set of interactions

Solution

Offering new interactions and tweaked components for design team to discuss

Problem

Accessibility (a11y) challenges with data visualizations

Solution

Learning and gaining experience as a team on best practices for accessibility

Problem

Potential conflicts with custom reports supplied by professional services

Solution

Discussions with professional services and even sales on how data availability will add long term value for Loopio customers

What's next for Reporting?

  • On-demand data would allow users to act quicker and increase confidence in their actions.
  • Another highly requested feature is the ability to build custom reports
  • A deeper integration with Salesforce to improve the flow and reliability of information.
  • More flexible file export options
  • Reports generated per business unit in a single Loopio instance.