Meeting Title: Robert Tseng’s Personal Meeting Room Date: 2025-06-12 Meeting participants: Elizabeth Conference Room, Robert Tseng
WEBVTT
1 00:00:18.400 ⇒ 00:00:19.410 Robert Tseng: Hey! Phoebe!
2 00:00:19.910 ⇒ 00:00:21.804 Elizabeth Conference Room: Hey? Sorry. Just one. Sec the
3 00:00:22.120 ⇒ 00:00:22.870 Robert Tseng: No worries.
4 00:00:23.280 ⇒ 00:00:26.677 Elizabeth Conference Room: Zoom room is giving me trouble. All right. There we go. How are you.
5 00:00:27.220 ⇒ 00:00:28.739 Robert Tseng: Good. How was your trip?
6 00:00:29.529 ⇒ 00:00:33.519 Elizabeth Conference Room: It was incredible. How was yours? It sounds like good.
7 00:00:33.520 ⇒ 00:00:39.249 Robert Tseng: Yeah, it was good yeah. Extended it longer than I thought it was, but it was. It was overall overall. Good. But.
8 00:00:39.665 ⇒ 00:00:40.080 Elizabeth Conference Room: Back.
9 00:00:40.450 ⇒ 00:00:47.130 Elizabeth Conference Room: Yeah, same, I don’t know about you, but I’m like still getting back into the swing of things and time difference. And just.
10 00:00:47.130 ⇒ 00:00:47.570 Robert Tseng: Yeah.
11 00:00:48.360 ⇒ 00:00:48.940 Robert Tseng: Yeah.
12 00:00:48.940 ⇒ 00:00:50.829 Robert Tseng: Still waking up super early these days. So.
13 00:00:50.830 ⇒ 00:00:55.020 Elizabeth Conference Room: Yeah, as you probably noticed, like, I’m
14 00:00:55.750 ⇒ 00:01:04.089 Elizabeth Conference Room: giving some attention to the self serve stuff. But there’s just kind of a lot going on. So if I’ve been a bit unresponsive, that’s why.
15 00:01:04.090 ⇒ 00:01:04.560 Robert Tseng: No worries.
16 00:01:04.569 ⇒ 00:01:14.499 Elizabeth Conference Room: But I did have a chance. To watch the loom video, which I think made a ton of sense. About how you’ve structured things, the
17 00:01:14.969 ⇒ 00:01:18.994 Elizabeth Conference Room: the okay. I guess there’s a few things. So one
18 00:01:20.189 ⇒ 00:01:30.587 Elizabeth Conference Room: coach marks aren’t set up yet, which we discussed. So that is like a future project that we’ll want to be ready to to track and to tackle
19 00:01:31.879 ⇒ 00:01:36.059 Elizabeth Conference Room: When we spoke with the team. When we had the official internal kickoff.
20 00:01:36.615 ⇒ 00:01:56.149 Elizabeth Conference Room: What we decided is, the 1st thing we want to focus on is just creating that branch in the sign Up flow on Oas just because it feels like a quick win. And it’s something our founder really cares about. So that’s what Jacqueline is. Gonna start working on designing and so what that will look like is
21 00:01:56.769 ⇒ 00:02:07.769 Elizabeth Conference Room: people will come to the sign up page. They put in your name email. They land in the project, create the project which is like just logo and color, like naming the project.
22 00:02:08.059 ⇒ 00:02:17.519 Elizabeth Conference Room: And then the next page is, gonna be like, do you have an OS file? And then page after that, if they say no, we’ll be landing them in the project.
23 00:02:17.689 ⇒ 00:02:26.908 Elizabeth Conference Room: and if they say yes, it’ll be okay. Upload your OS OS file, and then it’ll land them in the Pro. The project, so I don’t know
24 00:02:28.489 ⇒ 00:02:41.919 Elizabeth Conference Room: what exactly we want to track like. I guess what would be helpful is to know right now the drop off from the current. Sorry there’s construction going on in our office. So if you hear drilling, that’s what that is.
25 00:02:41.920 ⇒ 00:02:42.889 Robert Tseng: I can’t even hear it. No worries.
26 00:02:42.890 ⇒ 00:02:48.919 Elizabeth Conference Room: Okay, great it’s distracting to me, but I’m glad it’s not for you. The
27 00:02:49.150 ⇒ 00:02:54.510 Elizabeth Conference Room: it would be helpful to have before she kicks off that design work. What the current
28 00:02:54.830 ⇒ 00:03:04.239 Elizabeth Conference Room: completion rate is for people, and what the drop off is off that do you have an OS file page
29 00:03:04.370 ⇒ 00:03:17.519 Elizabeth Conference Room: so like of the you know, people who go through sign up flow, how many complete and how many drop off off that specific page. And then we is that stuff we currently have tracked.
30 00:03:18.110 ⇒ 00:03:20.869 Robert Tseng: Yeah, I I reports up here. I can pull it up.
31 00:03:20.870 ⇒ 00:03:21.430 Elizabeth Conference Room: Perfect.
32 00:03:21.430 ⇒ 00:03:25.039 Robert Tseng: Walk you through some stuff if you want, but I’m just anything else you want to cover. I can.
33 00:03:25.040 ⇒ 00:03:26.120 Elizabeth Conference Room: Perfect. No, let’s listen.
34 00:03:26.120 ⇒ 00:03:26.519 Robert Tseng: 1st night.
35 00:03:26.520 ⇒ 00:03:35.310 Elizabeth Conference Room: So that’s like number one. That’s gonna be like the first.st It’s hardly an experiment, because, like, it’s just more of like a preference thing like this is how Greg wants the
36 00:03:36.620 ⇒ 00:03:40.671 Elizabeth Conference Room: the float function. So that’s number one.
37 00:03:41.450 ⇒ 00:03:54.112 Elizabeth Conference Room: the second thing is kind of that like data splunking exercise on the segmentation. And so what we’ve seen in the data is that,
38 00:03:54.780 ⇒ 00:04:05.820 Elizabeth Conference Room: there’s more projects being created, quarter over quarter, more sign ups, more projects. But conversion customer is going down.
39 00:04:05.820 ⇒ 00:04:06.800 Robert Tseng: I see that too.
40 00:04:06.980 ⇒ 00:04:14.640 Elizabeth Conference Room: Okay, cool. And so what we want to bye pretty good.
41 00:04:15.480 ⇒ 00:04:18.100 Elizabeth Conference Room: What we want to know is.
42 00:04:18.360 ⇒ 00:04:31.349 Elizabeth Conference Room: is there any? Are there any trends of the folks that are or are not converting. I don’t know what like. The only data that would be available to us is like features adopted or not adopted. Right.
43 00:04:31.350 ⇒ 00:04:32.070 Robert Tseng: Right.
44 00:04:32.070 ⇒ 00:04:32.805 Elizabeth Conference Room: Okay.
45 00:04:33.540 ⇒ 00:04:42.929 Robert Tseng: Well, there’s some like marketing stuff that you could do. I mean, I see that you have some like, you know, utm initial source, like some of these, like, like, priests, like, yeah, just like.
46 00:04:42.930 ⇒ 00:04:50.370 Elizabeth Conference Room: Yeah. The how they came in like documentation on how they came in. Okay, yeah. Yes. Cool.
47 00:04:50.370 ⇒ 00:04:54.731 Robert Tseng: And when, when you say you were looking at that data, were you looking at an amplitude, or how how did you?
48 00:04:55.421 ⇒ 00:04:58.858 Elizabeth Conference Room: Was looking at it in our database.
49 00:04:59.540 ⇒ 00:05:02.393 Elizabeth Conference Room: like I can. I can show you quickly.
50 00:05:02.750 ⇒ 00:05:03.350 Robert Tseng: Yeah.
51 00:05:03.860 ⇒ 00:05:11.870 Elizabeth Conference Room: We just use. And so share screen.
52 00:05:18.970 ⇒ 00:05:23.849 Elizabeth Conference Room: We pull this. So like the traffic, we pull from Google analytics.
53 00:05:24.000 ⇒ 00:05:33.280 Elizabeth Conference Room: the number of signups. We pull from Hubspot the creative project we pull directly from the database customer. We we pull from stripe.
54 00:05:35.790 ⇒ 00:05:36.570 Robert Tseng: Yeah.
55 00:05:37.310 ⇒ 00:05:50.182 Robert Tseng: okay, so this wait. Oh, so interesting. I I mean, I have the top of funnel Google Sheet that you sent me before. So this is like, I mean, it’s you you, I mean. It’s a couple of the tabs are probably recycled, I guess, but this is a separate
56 00:05:51.060 ⇒ 00:05:55.459 Elizabeth Conference Room: Oh, yeah, what did I send? Desktop the sun?
57 00:05:56.340 ⇒ 00:05:57.699 Elizabeth Conference Room: Yeah, okay. It’s the same.
58 00:05:57.700 ⇒ 00:05:58.080 Robert Tseng: Yeah.
59 00:05:58.080 ⇒ 00:06:04.800 Elizabeth Conference Room: I just, we added some. We’re doing some additional analysis on like spend I’ll share you on this one as well.
60 00:06:04.800 ⇒ 00:06:05.340 Robert Tseng: Cool.
61 00:06:08.400 ⇒ 00:06:11.819 Elizabeth Conference Room: This one is kind of deprecated.
62 00:06:11.820 ⇒ 00:06:13.369 Robert Tseng: Oh, okay, got it.
63 00:06:13.808 ⇒ 00:06:17.751 Elizabeth Conference Room: We just we just combined do not use.
64 00:06:18.590 ⇒ 00:06:21.350 Robert Tseng: Okay, I will update that on my side.
65 00:06:21.890 ⇒ 00:06:22.205 Elizabeth Conference Room: Oh!
66 00:06:24.040 ⇒ 00:06:27.150 Robert Tseng: Okay, yeah, you’re saying, yeah, go away.
67 00:06:27.150 ⇒ 00:06:28.979 Robert Tseng: Analytics, mostly from yeah.
68 00:06:29.910 ⇒ 00:06:30.850 Elizabeth Conference Room: Yeah.
69 00:06:31.050 ⇒ 00:06:36.220 Elizabeth Conference Room: And but it would be good. I mean, we have
70 00:06:36.490 ⇒ 00:06:44.000 Elizabeth Conference Room: all of this data and amplitude. Right? Number of sign ups. Number of project creates number of Customers.
71 00:06:45.080 ⇒ 00:06:54.700 Robert Tseng: Yeah, I haven’t checked. If it matches up with this, my hypothesis would be that amplitude will be lower than what Google analytics is showing. But I think that’s just normal. So.
72 00:06:54.700 ⇒ 00:06:55.910 Elizabeth Conference Room: Yeah, cool.
73 00:06:59.020 ⇒ 00:07:05.839 Elizabeth Conference Room: so yes, it would be helpful to just to understand why. And it it might just be
74 00:07:06.010 ⇒ 00:07:19.100 Elizabeth Conference Room: that there’s more competitors in our space. Now, right? So like, people are trying out a bunch of different tools, but ultimately choosing to convert to our competitors. But it would be good to just know what we’re what we’re working with.
75 00:07:19.550 ⇒ 00:07:20.180 Robert Tseng: Yeah.
76 00:07:22.700 ⇒ 00:07:32.700 Elizabeth Conference Room: Okay? So those are the 2 like my 2 main priorities, the the sign Up flow OS tracking, and then the kind of like
77 00:07:32.810 ⇒ 00:07:35.299 Elizabeth Conference Room: slunking into segmentation.
78 00:07:36.720 ⇒ 00:07:37.350 Robert Tseng: Okay.
79 00:07:37.830 ⇒ 00:07:42.080 Elizabeth Conference Room: And then the the 3 experiments that will follow
80 00:07:42.410 ⇒ 00:07:56.869 Elizabeth Conference Room: Greg wants to actually create a which I don’t know what you’re involved in here would essentially be. But he wants to create like a video tutorial. So when people land in the product instead of
81 00:07:57.820 ⇒ 00:08:00.819 Elizabeth Conference Room: coach, Mark may also be added. But instead of
82 00:08:01.130 ⇒ 00:08:09.430 Elizabeth Conference Room: there’s like a like a clicker through coach Mark. It’s like a 15 to 30 second video that like takes you through a read me journey.
83 00:08:09.690 ⇒ 00:08:18.759 Elizabeth Conference Room: So that’s something I’ll find a video production company or whatever to create. I don’t know what like the tracking on that could potentially be.
84 00:08:19.160 ⇒ 00:08:19.760 Robert Tseng: Okay.
85 00:08:21.830 ⇒ 00:08:29.770 Robert Tseng: yeah, I mean, you could easily track like view. I mean, if you if you’re trying to embed like media analytics into this, like I have. I have some thoughts on it like I.
86 00:08:29.770 ⇒ 00:08:30.180 Elizabeth Conference Room: Okay.
87 00:08:30.180 ⇒ 00:08:32.049 Robert Tseng: And before. So, yeah, no, no problem. There.
88 00:08:32.059 ⇒ 00:08:35.849 Elizabeth Conference Room: We can revisit that once we kick off the the video itself.
89 00:08:36.130 ⇒ 00:08:36.720 Robert Tseng: Yeah.
90 00:08:37.320 ⇒ 00:08:46.817 Elizabeth Conference Room: And then the 2 things that will follow that one, the Greg actually likes more than coach marks the idea of like,
91 00:08:48.310 ⇒ 00:09:16.427 Elizabeth Conference Room: you implement 4 of the features, and it’s like it automatically checks them off like on a little tracker on the side. And when you’ve done 4 of the features that you like need to launch, and it’s like you’re ready to launch so that’s something that Jacqueline can design after she does the sign up Oas branch is like, and it would just the product would automatically check it, based on if the customer enabled the feature or not.
92 00:09:17.260 ⇒ 00:09:23.699 Elizabeth Conference Room: so same thing tracking on that. I don’t think I think we have everything like we actually could.
93 00:09:24.510 ⇒ 00:09:51.920 Elizabeth Conference Room: What we should probably do is use the data we currently have to decide what those 4 features are that make the most customers want right like. And I think this, that it ties into like the segmentation work. It’s like, if you tell us that customers with these 4 features enabled are X percent more likely to launch. Those would be the 4 features that we include in that like what would you call that like a checklist to launch.
94 00:09:52.810 ⇒ 00:09:54.399 Robert Tseng: Yeah, yeah, that makes sense.
95 00:09:54.400 ⇒ 00:09:55.130 Elizabeth Conference Room: Okay.
96 00:09:55.670 ⇒ 00:10:03.930 Elizabeth Conference Room: So that that’s kind of the sequencing. We’re gonna do the branch on sign up. And then we’re gonna do the checklist. And I’m gonna work on creating the video like. In the meantime.
97 00:10:04.920 ⇒ 00:10:05.580 Robert Tseng: Got it.
98 00:10:06.420 ⇒ 00:10:11.090 Robert Tseng: Okay? I have a few questions, and I could show you some stuff on my side. If that’s cool.
99 00:10:11.090 ⇒ 00:10:11.530 Elizabeth Conference Room: Correct.
100 00:10:11.530 ⇒ 00:10:12.120 Robert Tseng: Okay.
101 00:10:13.093 ⇒ 00:10:18.460 Robert Tseng: Let me see about my screen.
102 00:10:20.990 ⇒ 00:10:26.569 Robert Tseng: can you see this? I know it’s kind of a long like wide. I have a really wide monitor. So.
103 00:10:26.570 ⇒ 00:10:27.929 Elizabeth Conference Room: Yeah, yeah, no. I can see it.
104 00:10:27.930 ⇒ 00:10:31.049 Robert Tseng: Okay. Great? So
105 00:10:31.540 ⇒ 00:10:54.179 Robert Tseng: yeah, I guess a few things to address, and I’ll share this with you as well. But I think you were we were talking about the skip 1st upload. And so, yeah, I mean, I think definitely, this is seems like a good place to start in terms of like being able to actually segment on feature usage. This is one of the few things that we can actually track. I kind of showed in my loom that like, we don’t really have that much that we can track right now, or to even just
106 00:10:54.290 ⇒ 00:10:56.556 Robert Tseng: pull this up, I can reference it.
107 00:10:58.130 ⇒ 00:11:03.959 Robert Tseng: but yeah, so you can see that. So this is like, from when they complete onboarding to
108 00:11:04.363 ⇒ 00:11:32.499 Robert Tseng: and so I yeah, based, like, whatever onboarding meaning like whether they choose to skip or upload. That’s the only like kind of measure of onboarding completion we have right now and then. I’m using like manage plan, change as like the proxy, for, like high, intense purchasers, or whatever just because, like the actual subscription, success, event, volume seems really low, like I feel like. It’s harder to see the distinction, and I’m also not entirely sure, like, if I trust that in terms of
109 00:11:32.540 ⇒ 00:11:46.529 Robert Tseng: do, I? Are those actually all the payments that are being? Are they all being fired incorrectly? So just directionally. That’s why I chose to use a earlier event. But anyway, like, you can see that like, yeah, I mean, there’s there’s a significant difference. And
110 00:11:47.232 ⇒ 00:11:52.719 Robert Tseng: folks that do actually upload the OS file like they you know.
111 00:11:53.238 ⇒ 00:11:56.869 Elizabeth Conference Room: They’re that more likely to become customers.
112 00:11:57.080 ⇒ 00:12:02.698 Robert Tseng: Yeah, much more more that much more likely to even like, go into the payment like, cycle. So
113 00:12:03.410 ⇒ 00:12:09.530 Robert Tseng: so yeah, I think that kind of focusing on getting that part of the experience. Right? Makes sense.
114 00:12:10.300 ⇒ 00:12:10.860 Robert Tseng: Yeah.
115 00:12:10.860 ⇒ 00:12:11.590 Elizabeth Conference Room: Yeah.
116 00:12:13.310 ⇒ 00:12:24.139 Elizabeth Conference Room: This is this system is cohorted like the blue is people who didn’t. The green people who did? And then, okay, cool. This is super interesting. And so
117 00:12:24.420 ⇒ 00:12:33.160 Elizabeth Conference Room: of the how is there somewhere where it says, how many people upload an OS file? I can’t.
118 00:12:33.550 ⇒ 00:12:35.970 Robert Tseng: Oh, yeah, it’s not super clear. So there’s.
119 00:12:35.970 ⇒ 00:12:37.130 Elizabeth Conference Room: Yeah.
120 00:12:37.300 ⇒ 00:12:39.802 Robert Tseng: Yeah. So I mean, let’s you know.
121 00:12:40.160 ⇒ 00:12:40.830 Elizabeth Conference Room: Is.
122 00:12:41.080 ⇒ 00:12:44.530 Robert Tseng: Yeah, it’s maybe like 25%, like less than 25% over the past.
123 00:12:45.500 ⇒ 00:12:48.759 Elizabeth Conference Room: It’s like it’s like a total of 4 K sign ups.
124 00:12:49.218 ⇒ 00:12:56.219 Robert Tseng: In the last 90 days, and of those 4 k. 600 uploaded an OS file, and then of those 600.
125 00:12:56.640 ⇒ 00:13:03.279 Elizabeth Conference Room: 300, change their plan, or or view the manage, plan, view the manage, pan- plan, page.
126 00:13:03.620 ⇒ 00:13:05.920 Robert Tseng: Yeah, and then moved into the change plan. Yeah.
127 00:13:06.100 ⇒ 00:13:08.700 Elizabeth Conference Room: Cool. This is super interesting. Okay, sweet.
128 00:13:08.700 ⇒ 00:13:17.810 Robert Tseng: Yeah. So the drop off between the manage plan view and the manage plan. It changes the same. You have a 15% drop off, and I, no matter what. So I think that’s interesting.
129 00:13:17.810 ⇒ 00:13:18.200 Elizabeth Conference Room: Yeah.
130 00:13:18.200 ⇒ 00:13:24.339 Robert Tseng: Yeah, I think specifically, if this is a proxy, for like, they even go and try to look at the upgrade like.
131 00:13:24.520 ⇒ 00:13:37.610 Robert Tseng: yeah, like, you know. Mo, most. Yeah, I mean, more than half of your users who are have the Oas file like are at least going to see like the rest like, yeah, are trying trying to explore the plan. Upgrade.
132 00:13:38.272 ⇒ 00:13:53.139 Elizabeth Conference Room: So like again, to our segmentation work like uploading an OS file is super crucial to success of changing plan. Like, it’s there’s yeah, okay, cool that. And that might be one of the check things.
133 00:13:54.650 ⇒ 00:13:56.409 Elizabeth Conference Room: One of the checklist. Yeah.
134 00:13:56.410 ⇒ 00:13:58.069 Robert Tseng: Totally and yeah.
135 00:13:58.740 ⇒ 00:14:15.830 Robert Tseng: as we’re trying to think through, what else is on that checklist, I think that’s kind of where this project flow. Kind of like these are the events that we aren’t tracking right now, but I think would be great to track, so that we can kind of, you know, build similar reports here and just see, like, what else is really giving us that lift. And we can kind of compile a checklist that way.
136 00:14:16.630 ⇒ 00:14:17.930 Robert Tseng: So, yeah, I think that’s
137 00:14:19.000 ⇒ 00:14:30.609 Robert Tseng: yeah. That’s that’s kind of what we’re missing. Because I think once they actually get into the project, the only event that we’re uniquely tracking is whether or not they look at the developer dashboard. Not many people use that feature so.
138 00:14:30.970 ⇒ 00:14:48.260 Elizabeth Conference Room: We have that. That’s it’s like a newer feature. So we just wanted to. You know, people were like interested. But yeah, you’re exactly right like it hasn’t been well adopted, but we should probably have that same level of tracking on more parts of the core product.
139 00:14:48.640 ⇒ 00:14:49.860 Robert Tseng: Yeah, exactly.
140 00:14:52.310 ⇒ 00:15:03.130 Robert Tseng: So yeah, I mean, I don’t know in terms of prioritization. Like as I know that Jacqueline is gonna be reworking kind of this part of the section. But in terms of who’s implementing the event like, is there a way that we can kind of get those
141 00:15:04.280 ⇒ 00:15:11.209 Robert Tseng: like logged like I think that would be that’d be helpful, as I’m trying to like build the narrative, for, like what else should be in that checklist.
142 00:15:11.620 ⇒ 00:15:20.209 Elizabeth Conference Room: Yeah, definitely. I will. So can you just flip back to the the other side real quick. Yeah.
143 00:15:20.210 ⇒ 00:15:20.760 Robert Tseng: Oh, yeah. Yeah. Sure.
144 00:15:21.180 ⇒ 00:15:23.350 Elizabeth Conference Room: These are of the project flow.
145 00:15:24.060 ⇒ 00:15:27.710 Elizabeth Conference Room: None of these are launched. Sorry. None of these.
146 00:15:27.710 ⇒ 00:15:29.969 Robert Tseng: Yeah. Anything. Anything with the red star is not.
147 00:15:29.970 ⇒ 00:15:30.870 Elizabeth Conference Room: Not practical.
148 00:15:30.870 ⇒ 00:15:32.030 Robert Tseng: Yeah, yeah.
149 00:15:33.160 ⇒ 00:15:38.451 Elizabeth Conference Room: Login edit started change. Yep.
150 00:15:39.510 ⇒ 00:15:49.940 Robert Tseng: Yeah. And then this one is really just breaking up the onboarding finish to 2 separate events. I think that’s what you had suggested. So like, yeah, I think that makes sense as well. But we are able to do this segmentation without it right now. So
151 00:15:50.490 ⇒ 00:15:51.280 Robert Tseng: yeah.
152 00:15:52.130 ⇒ 00:15:52.920 Elizabeth Conference Room: Are you?
153 00:15:53.441 ⇒ 00:16:08.298 Robert Tseng: Next thing I’ll mention so another, you know, I’m just looking at kind of like time to conversion, and just like kind of look investigating those trends here. This is the kind of a crazy looking chart. And you think about how to make it a bit cleaner. But basically
154 00:16:08.710 ⇒ 00:16:15.229 Robert Tseng: I would say something like, you know, like, if this is the median like,
155 00:16:17.810 ⇒ 00:16:23.010 Robert Tseng: yeah, like, more than half of your users are like going through
156 00:16:23.300 ⇒ 00:16:28.800 Robert Tseng: that are are going through onboarding and checking out the payment flow within 15 min. Which is
157 00:16:29.420 ⇒ 00:16:33.879 Robert Tseng: that just seems unrealistic. Or maybe like, yeah. So
158 00:16:34.010 ⇒ 00:16:40.559 Robert Tseng: yeah, there’s like a lot of exclusions there that we need to investigate. I mean, obviously, anyone that’s doing it less than a minute, which is like.
159 00:16:40.910 ⇒ 00:16:47.669 Elizabeth Conference Room: Do you think they’re just like clicking around like they’re just? They’re just confused. They’re just like clicking around and try clicking on every button.
160 00:16:47.950 ⇒ 00:17:17.099 Robert Tseng: I mean bot traffic is part of it, too. Like I physically could not go through it in less than like a minute, so like, I don’t believe that these are real. So so yeah, so there’s that there’s people who are clicking around as well. I think that’s part of it. But yeah. So if you’re gonna be like sporadically clicking around the platform like that makes sense that those events would fire in a while, and so that this this is really just like I limited the spread to just one day, even if I extended it to like 30 days, the median doesn’t move so like it’s.
161 00:17:17.109 ⇒ 00:17:17.499 Elizabeth Conference Room: Not clear.
162 00:17:17.500 ⇒ 00:17:30.425 Robert Tseng: That most of the traffic is here, and then I have one here. That’s from one day all the way to 30 days, and within the 1st 30 days, and I broke it out by skip, 1st upload again. So yeah, you can see that like,
163 00:17:31.110 ⇒ 00:17:39.619 Robert Tseng: yeah, there’s a there’s like a bit of a drop off here like the the shape is similar. But I would say, like my conclusion, here is like
164 00:17:39.820 ⇒ 00:17:46.119 Robert Tseng: people who did upload users that did upload within the 1st week. You know they’re they’re.
165 00:17:46.120 ⇒ 00:17:48.510 Elizabeth Conference Room: The most likely to change plan. Yeah.
166 00:17:48.510 ⇒ 00:17:53.289 Robert Tseng: Yeah, within the 1st week, like that’s happening like, and then it drops off afterwards, whereas, like.
167 00:17:53.290 ⇒ 00:17:53.630 Elizabeth Conference Room: Yeah.
168 00:17:53.630 ⇒ 00:18:16.279 Robert Tseng: Who just kind of are click, skipped and click around like it’s quite flat, like they’re kind of just popping up randomly everywhere in terms of like when they go explore the plan. So I think that creates some velocity as well in terms of like I don’t know. I don’t really know why. But like, yeah, whoever, I guess if you already have an oas file, you kind of know what you’re doing, maybe you’re making a decision within a week. Right?
169 00:18:16.280 ⇒ 00:18:17.210 Elizabeth Conference Room: Yeah, so that, yeah.
170 00:18:17.210 ⇒ 00:18:22.790 Robert Tseng: Could be. That’s just interesting to me like that. That might be a window that we need to like. Kind of keep in mind.
171 00:18:22.790 ⇒ 00:18:23.569 Elizabeth Conference Room: Thank you.
172 00:18:23.570 ⇒ 00:18:24.320 Elizabeth Conference Room: Yeah, yeah.
173 00:18:25.100 ⇒ 00:18:29.160 Elizabeth Conference Room: Something that’s also interesting is so the reason. And
174 00:18:29.430 ⇒ 00:18:37.489 Elizabeth Conference Room: I’m not the best person to speak on this. But the reason having an OS file is so great is that when you upload it, your docs basically come like Pre built.
175 00:18:37.820 ⇒ 00:18:38.210 Robert Tseng: Right.
176 00:18:38.480 ⇒ 00:18:58.111 Elizabeth Conference Room: And so for people who don’t have an OS file, there’s like a lot more work that has to happen in order to get the docs ready? We do. We do have an oas file builder that lives inside. Readme that I don’t feel like we’re doing a good job of driving people to at all.
177 00:18:58.790 ⇒ 00:19:02.180 Elizabeth Conference Room: Here’s a reference
178 00:19:04.410 ⇒ 00:19:07.879 Robert Tseng: Oh, so you generate it from here. Okay, see, I see.
179 00:19:08.590 ⇒ 00:19:13.530 Elizabeth Conference Room: Build an Api definition from scratch is the one that we’re so if you don’t
180 00:19:14.030 ⇒ 00:19:21.060 Elizabeth Conference Room: if you don’t upload an Oas file initially, this is where you would go to upload it later, or to build
181 00:19:21.670 ⇒ 00:19:22.639 Elizabeth Conference Room: to build it.
182 00:19:23.360 ⇒ 00:19:23.980 Robert Tseng: Got it.
183 00:19:25.510 ⇒ 00:19:35.279 Robert Tseng: I’m assuming you’ve talked to customers. I’m curious like what they say about like kind of the onboarding. I don’t know if you have any qualitative stuff, and you.
184 00:19:35.880 ⇒ 00:19:52.570 Elizabeth Conference Room: Yeah, actually, myself have not done a lot of talking to customers. The folk, the folks who built the onboarding did, I think, like the the thing that we know for certain and like I’m glad to see the data confirm. It is that
185 00:19:53.160 ⇒ 00:19:56.605 Elizabeth Conference Room: having an OS file makes using read me really easy.
186 00:19:56.950 ⇒ 00:19:57.480 Robert Tseng: Yeah.
187 00:19:57.480 ⇒ 00:20:04.049 Elizabeth Conference Room: And and for the folks that don’t which it seems like a 75% at least initially.
188 00:20:04.050 ⇒ 00:20:04.390 Robert Tseng: Yeah.
189 00:20:04.390 ⇒ 00:20:12.690 Elizabeth Conference Room: You don’t upload an OS file. How do we like? Meet them where they are? Is kind of where my mind is going.
190 00:20:12.880 ⇒ 00:20:16.030 Robert Tseng: Yeah, yeah, that makes sense.
191 00:20:16.920 ⇒ 00:20:43.339 Elizabeth Conference Room: And maybe and maybe like, as part of this video tutorial that I’m planning on having created it, will it? Like we’ll talk about that. So I think one thing you’ve probably noticed is when you click around and read me is like we have a ton of features, and it’s not abundantly clear like when and how to use them like, even though like in the reference, so like creating of an OS file that’s like pretty buried.
192 00:20:43.800 ⇒ 00:20:44.550 Robert Tseng: Yeah.
193 00:20:46.460 ⇒ 00:20:48.109 Elizabeth Conference Room: So I don’t know.
194 00:20:50.340 ⇒ 00:20:58.320 Robert Tseng: Yeah. And a quick question, does everyone see the same product experience? Like, yeah, okay, hmm.
195 00:21:01.740 ⇒ 00:21:02.479 Elizabeth Conference Room: I know it’s all.
196 00:21:02.480 ⇒ 00:21:02.890 Robert Tseng: Yeah.
197 00:21:02.890 ⇒ 00:21:15.329 Elizabeth Conference Room: If it’s depending on your- your title like, because I know in other company, in other products on board, it asks, it’s like, Oh, like, are you an operator, are you whatever? And then you see something different based off. So.
198 00:21:15.330 ⇒ 00:21:16.279 Robert Tseng: Exactly. Yeah.
199 00:21:17.270 ⇒ 00:21:23.170 Robert Tseng: I don’t know. Like, if the people who don’t upload the OS file, maybe you show them like a lighter version of the products.
200 00:21:23.170 ⇒ 00:21:24.919 Elizabeth Conference Room: If they’re not technical. Yeah.
201 00:21:25.130 ⇒ 00:21:25.820 Robert Tseng: Yeah.
202 00:21:26.070 ⇒ 00:21:32.309 Robert Tseng: yeah, so, and and gathering that information upfront, it’s probably good to understand your users better as well. So.
203 00:21:32.310 ⇒ 00:21:32.760 Elizabeth Conference Room: Yeah.
204 00:21:33.290 ⇒ 00:21:36.469 Robert Tseng: Yeah, doing some sort of like
205 00:21:37.080 ⇒ 00:21:45.970 Robert Tseng: intake. Or like, we’re personalizing this experience better for you. I think that’s that’s a pretty common like play playbook. To kind of beef up the onboarding.
206 00:21:46.240 ⇒ 00:21:48.585 Elizabeth Conference Room: Yeah, I have a question for you.
207 00:21:48.920 ⇒ 00:21:49.530 Robert Tseng: Yes.
208 00:21:49.720 ⇒ 00:22:17.759 Elizabeth Conference Room: For sign up. So it’s not currently a hubspot form. It’s a it’s like a custom form that we’ve embedded hubspot code on to track sign ups. But we don’t get a hundred percent of the data that way. My Rev. Ops contractor was like, you need to make it a hubspot form. But our our CEO, is really against that, just like
209 00:22:18.310 ⇒ 00:22:19.149 Elizabeth Conference Room: from in like
210 00:22:19.800 ⇒ 00:22:30.499 Elizabeth Conference Room: he- he just thinks it’s weird for signups to hit Hubspot first, st and then to use an Api to send them to our product. He’s like we have to hit our product 1st and then send them. Send them to Hubspot.
211 00:22:30.700 ⇒ 00:22:31.399 Elizabeth Conference Room: do you have any.
212 00:22:31.400 ⇒ 00:22:31.900 Robert Tseng: Yeah.
213 00:22:31.900 ⇒ 00:22:33.019 Elizabeth Conference Room: Perspective on that.
214 00:22:34.790 ⇒ 00:22:47.123 Robert Tseng: yeah, I think in the long term everyone ends up building custom directly to the enter their products. I would say, when you’re early it, you know. It’s just because it’s easier to just embed something that works
215 00:22:47.440 ⇒ 00:22:47.810 Elizabeth Conference Room: Yeah.
216 00:22:47.810 ⇒ 00:23:00.504 Robert Tseng: Like, yeah, I think it makes sense to use embed hubspot or type form or whatever it is. And yeah, I think later later on you end up having to go direct, anyway. Because, yeah, you’re not gonna get 100 data from that way
217 00:23:00.950 ⇒ 00:23:03.930 Robert Tseng: going going to Hubspot. And then, you know the
218 00:23:04.060 ⇒ 00:23:07.990 Robert Tseng: whenever there’s an additional like link in the chain, like something like.
219 00:23:07.990 ⇒ 00:23:08.470 Elizabeth Conference Room: Right.
220 00:23:08.470 ⇒ 00:23:09.459 Robert Tseng: Missing. Yeah. So.
221 00:23:09.460 ⇒ 00:23:21.590 Elizabeth Conference Room: Great. So. But so what are? Do you know anything about our options for getting things back from our product into Hubspot like? Should we use the Hubspot Api instead of the embedded code.
222 00:23:22.480 ⇒ 00:23:40.379 Robert Tseng: Yeah, I think I think that’s totally fine as long as like Hubspot. So where? Where that wouldn’t work is. If you need the data real time. If you’re just like sending data daily like, you definitely don’t need that, you could just yeah, that’s that’s pretty easy, or even just using web folks or something. That’s
223 00:23:40.580 ⇒ 00:23:58.050 Robert Tseng: yeah. I would say, web hooks are more reliable than Apis, and pushing like more static data doesn’t change so much. But but yeah, I I don’t think you need like a live, a live connection. If, unless you’re like using it to retarget immediately within like the same hour, like or.
224 00:23:58.793 ⇒ 00:24:04.000 Elizabeth Conference Room: We send a onboarding email like.
225 00:24:04.160 ⇒ 00:24:23.069 Elizabeth Conference Room: pretty immediately like. But within the 1st 24 h it’s like totally fine. What I’m trying to cap. I’m trying to capture like acquisition. Source of the sign up as, and then, you know, add them to our Crm, or like the 2 main things. And right now.
226 00:24:23.290 ⇒ 00:24:32.580 Elizabeth Conference Room: the using the embedded hubspot code doesn’t have a hundred percent accuracy like we miss a lot of the sign ups.
227 00:24:32.670 ⇒ 00:24:54.829 Elizabeth Conference Room: which is a huge deal. I’d rather that than we like miss the sign up in the product altogether. Right? Like, it’s more important, the sign of those products. And then, if we need to figure out a way to get the data into our Crm, like, so be it. Okay. So you web hooks or the Api over the embedded Hubspot code.
228 00:24:55.160 ⇒ 00:24:55.780 Robert Tseng: Yeah.
229 00:24:55.970 ⇒ 00:24:58.320 Elizabeth Conference Room: Okay, cool. Then I think we’ll do that.
230 00:25:00.476 ⇒ 00:25:07.850 Elizabeth Conference Room: Have you seen that? Be so for the Hubspot? The acquisition source?
231 00:25:09.420 ⇒ 00:25:10.790 Elizabeth Conference Room: Will that
232 00:25:11.550 ⇒ 00:25:24.809 Elizabeth Conference Room: if it comes back to the Crm. Via the web hook or the Api, they will like connect the dots that that person’s acquisition source is related to that specific sign of those like use email to connect the dots. There.
233 00:25:24.810 ⇒ 00:25:25.400 Robert Tseng: Yeah.
234 00:25:26.610 ⇒ 00:25:27.890 Elizabeth Conference Room: Okay. Cool.
235 00:25:29.000 ⇒ 00:25:35.811 Robert Tseng: Although I’m curious, like, yeah, do we do any sort of like identity stitching outside of that like,
236 00:25:38.150 ⇒ 00:25:43.089 Robert Tseng: I’m assuming just or user comes in even. Yeah, let’s let’s talk a new anonymous
237 00:25:43.820 ⇒ 00:25:50.419 Robert Tseng: users that that don’t even go through the sign up like, are we doing anything to try to like, identify, and do retargeting campaigns. There.
238 00:25:52.100 ⇒ 00:25:52.510 Elizabeth Conference Room: I.
239 00:25:52.510 ⇒ 00:25:56.210 Robert Tseng: Like the Hubspot method you described only works. If you have the email right.
240 00:25:56.482 ⇒ 00:25:59.839 Elizabeth Conference Room: Think I’m sponsored, kind of limited in how they do the matching. But that’s it.
241 00:26:01.800 ⇒ 00:26:12.797 Elizabeth Conference Room: so no, we’re not. We’re not doing like a cause like you can use tools like to reveal the person’s email. You’re saying, like, prior to actually conversion.
242 00:26:13.190 ⇒ 00:26:13.800 Robert Tseng: Yeah.
243 00:26:13.980 ⇒ 00:26:23.779 Elizabeth Conference Room: Yeah, no, we’re not doing any of that right now. But I’d like to. I’d like to like the equivalent of like an abandoned cart prior to even converting.
244 00:26:24.550 ⇒ 00:26:29.789 Robert Tseng: Yeah, we’re like, I mean, you’re not a healthcare company. So you could identify a lot more than identify.
245 00:26:29.790 ⇒ 00:26:31.290 Elizabeth Conference Room: Right. We’re not hipaa. It’s not hipaa.
246 00:26:31.290 ⇒ 00:26:36.399 Robert Tseng: Even before. Yeah, even yeah, even without consent, management, or whatever like.
247 00:26:36.400 ⇒ 00:26:36.790 Elizabeth Conference Room: Yeah, for.
248 00:26:36.790 ⇒ 00:26:41.490 Robert Tseng: Or they give you their email, you could probably find, keep track of who they are. Yeah.
249 00:26:41.909 ⇒ 00:26:53.229 Elizabeth Conference Room: We do use rollworks. I’m not sure if you’re familiar with rollworks, it’s it’s like account based. It’s account based marketing that does some level of like
250 00:26:56.100 ⇒ 00:26:56.600 Elizabeth Conference Room: track.
251 00:26:56.600 ⇒ 00:26:58.030 Robert Tseng: Oh, I see. Yeah, yeah.
252 00:26:58.590 ⇒ 00:26:59.780 Elizabeth Conference Room: Okay.
253 00:26:59.880 ⇒ 00:27:09.099 Elizabeth Conference Room: But I don’t think we’re doing good. Good. A good enough job at like retargeting to people who visit, who like flirt with sign up.
254 00:27:09.960 ⇒ 00:27:20.417 Elizabeth Conference Room: So like, that’s something that. So right now, we’re talking a lot about like product experiments. But I definitely wanna run marketing experiments as well.
255 00:27:21.260 ⇒ 00:27:22.340 Elizabeth Conference Room: So
256 00:27:23.230 ⇒ 00:27:30.870 Elizabeth Conference Room: oh, I guess that’s a good. So of the maybe this is something before Jacqueline can even set up that checklist.
257 00:27:31.070 ⇒ 00:27:40.619 Elizabeth Conference Room: There’s probably marketing campaigns I can run of like you’ve enabled these 4 features you’re ready to launch type right.
258 00:27:40.810 ⇒ 00:27:41.355 Robert Tseng: Yeah.
259 00:27:41.900 ⇒ 00:27:48.830 Elizabeth Conference Room: Cool and so you don’t currently have enough visibility to say with certainty what those 4 features are right? Because we’re
260 00:27:49.215 ⇒ 00:27:50.750 Elizabeth Conference Room: got okay.
261 00:27:50.750 ⇒ 00:27:57.669 Robert Tseng: If we get tracking on it, and we give it like a week or 2 weeks by probably 2 weeks. Realistically, I’d be able to answer that. Yeah.
262 00:27:57.670 ⇒ 00:28:03.979 Elizabeth Conference Room: Cool. What do we have tracking on at the current like? What visibility do we have.
263 00:28:04.795 ⇒ 00:28:07.110 Robert Tseng: Yeah, it’s probably limited. We have.
264 00:28:07.110 ⇒ 00:28:07.590 Robert Tseng: That’s fine.
265 00:28:07.590 ⇒ 00:28:11.430 Robert Tseng: So like, yeah, we just have the developer dashboard thing.
266 00:28:12.670 ⇒ 00:28:19.299 Robert Tseng: Yes, let me take that off we have like in the onboarding whether or not they’re using where they’re skipping, or flowing, or
267 00:28:19.440 ⇒ 00:28:30.739 Robert Tseng: or or uploading, and that’s pretty much it like these are. These are the other sections that I kind of thought through as I was clicking through the products, whether or not they say the guide or like.
268 00:28:30.940 ⇒ 00:28:31.919 Robert Tseng: yeah, I mean, I think
269 00:28:33.120 ⇒ 00:28:43.589 Robert Tseng: if we could get page views, because I think there used to be a page view event. But it’s either broken or just not firing often. That’s not reliable.
270 00:28:44.460 ⇒ 00:28:48.570 Robert Tseng: yeah. So these are to me, they’re just different modules that you have built out. Anytime
271 00:28:49.020 ⇒ 00:28:53.099 Robert Tseng: takes action like a successful action. Then we’re logging an event like if they
272 00:28:53.450 ⇒ 00:29:01.789 Robert Tseng: made a change to the guide, they saved it like we should capture that if they made a change to the recipe, we should say that, you know. That’s that’s kind of what I’ve limited to this, too.
273 00:29:02.250 ⇒ 00:29:14.819 Elizabeth Conference Room: And I have to figure out who our internal stakeholder is for implementing this. But can you just broadly let me know what the work involved typically is.
274 00:29:15.909 ⇒ 00:29:22.940 Robert Tseng: Yeah, I mean, it’s just in. It’s just in as like Javascript snippets pretty much like
275 00:29:23.310 ⇒ 00:29:25.370 Robert Tseng: include has like a tracking code like
276 00:29:26.000 ⇒ 00:29:29.831 Robert Tseng: syntax like, it’s pretty simple. It’s just like, yeah. And you just
277 00:29:31.500 ⇒ 00:29:37.461 Robert Tseng: usually, I I would your like the engineering team would implement it.
278 00:29:37.920 ⇒ 00:29:38.360 Elizabeth Conference Room: Yeah.
279 00:29:38.360 ⇒ 00:29:41.089 Robert Tseng: Yeah, my, I’ve done it. I just think it.
280 00:29:41.450 ⇒ 00:29:43.689 Robert Tseng: It just would take me longer. Yeah.
281 00:29:43.690 ⇒ 00:30:02.246 Elizabeth Conference Room: We had someone obviously do it before, because we some track events, there’s not anymore. So the I just figure out who the person that I ask is, and it’s just helpful to basically, I can just tell them it’s just some Javascript snippets that allow amplitude to track certain events.
282 00:30:02.610 ⇒ 00:30:03.300 Robert Tseng: Yeah.
283 00:30:03.300 ⇒ 00:30:04.050 Elizabeth Conference Room: Cool.
284 00:30:04.290 ⇒ 00:30:14.550 Robert Tseng: So if you look through this like, you can see like what events we are tracking, there’s a lot of like tech that like, there’s like 500 stuff.
285 00:30:14.830 ⇒ 00:30:17.239 Robert Tseng: So I mean, it’s fine like you just
286 00:30:17.350 ⇒ 00:30:32.870 Robert Tseng: seems like whoever was doing it was just throwing unused events into this and categorized bucket. But I would say, like, even all of these need to kind of. I mean, the onboarding is the only one that’s pretty looks pretty clean. Everything else. Looks kinda messy honestly so and like.
287 00:30:32.870 ⇒ 00:30:42.649 Elizabeth Conference Room: How do they name when they added the Javascript tracking code? How did they then name? The event is that.
288 00:30:42.650 ⇒ 00:30:44.730 Robert Tseng: Yeah, you can name the event in there, or
289 00:30:45.060 ⇒ 00:30:49.929 Robert Tseng: even name it afterwards. Yeah, there’s there’s a couple of points where you can manage that.
290 00:30:50.430 ⇒ 00:30:58.769 Elizabeth Conference Room: So are those unnamed events, potentially usable ones that we just uncategorized.
291 00:30:59.480 ⇒ 00:31:03.469 Robert Tseng: I mean, there’s no easy way to go look through it like I’ve.
292 00:31:03.470 ⇒ 00:31:03.890 Elizabeth Conference Room: Yes.
293 00:31:04.970 ⇒ 00:31:07.920 Robert Tseng: I pretty much have to go and click on all of them, and like
294 00:31:09.560 ⇒ 00:31:17.190 Robert Tseng: like, guess at what it is. But I mean, a lot of this is like it hasn’t been active in, you know, months, so like I,
295 00:31:17.500 ⇒ 00:31:22.079 Robert Tseng: I can exclude a bunch. But I mean, if you want me to like, do a full audio video.
296 00:31:22.080 ⇒ 00:31:30.200 Elizabeth Conference Room: Yeah, I’d rather us just start scratch. Okay, cool. I will.
297 00:31:31.870 ⇒ 00:31:41.800 Elizabeth Conference Room: I will have someone on the team do that, and then we can do that data segmentation. Cool.
298 00:31:41.910 ⇒ 00:31:47.150 Elizabeth Conference Room: It was super helpful. We have a
299 00:31:47.500 ⇒ 00:32:01.849 Elizabeth Conference Room: weekly filter conversion meeting. I don’t know if you want to join that at some point or like, maybe once we get the tracking set up and you do that 1st kind of segmentation analysis, you could present your findings there.
300 00:32:02.330 ⇒ 00:32:02.970 Robert Tseng: Sure.
301 00:32:03.130 ⇒ 00:32:09.119 Elizabeth Conference Room: Okay, that’s probably a few weeks away. Still, right? Because we need to get tracking and then have a few weeks worth of data.
302 00:32:09.810 ⇒ 00:32:18.940 Robert Tseng: Yeah, I mean, once the tracking is up, I can rip this pretty quick. So yeah, I think that we could do it within. Yeah, pretty much. Whenever that’s done I could finish it within a week. So.
303 00:32:18.940 ⇒ 00:32:23.570 Elizabeth Conference Room: Okay, perfect. And this
304 00:32:25.223 ⇒ 00:32:29.659 Elizabeth Conference Room: oas report you built in amplitude, like, if the.
305 00:32:30.630 ⇒ 00:32:33.290 Robert Tseng: Oh, everything here. Yeah, yeah. I built it all up. Yeah.
306 00:32:33.500 ⇒ 00:32:37.369 Elizabeth Conference Room: Cool where do? Where does that live?
307 00:32:38.002 ⇒ 00:32:41.730 Robert Tseng: I think it’s just sitting in my space. I need to like make it like more.
308 00:32:42.120 ⇒ 00:32:44.590 Robert Tseng: I have to. Yeah, I have to move it and share it. Yeah, I just have to.
309 00:32:44.590 ⇒ 00:32:49.512 Elizabeth Conference Room: Got it. Got it? Got it? No, I’m just. I’m navigating
310 00:32:50.240 ⇒ 00:32:50.960 Robert Tseng: Yeah.
311 00:32:51.160 ⇒ 00:32:56.490 Elizabeth Conference Room: Not navigating the amplitude for the 1st time. Okay, so we have some subscription success.
312 00:32:57.310 ⇒ 00:33:17.118 Robert Tseng: Yeah. So I mean, so this one, I think, is interesting to look at. So yeah, so this kind of tells a story that you’re saying, pink is current quarter. Green is like previous quarter. So yeah, the number, you know, slightly higher conversion on creating projects, and then it drops in terms of like
313 00:33:18.240 ⇒ 00:33:26.619 Robert Tseng: going to the starting the billing cycle and then actually firing like a real subscription.
314 00:33:27.024 ⇒ 00:33:32.850 Robert Tseng: Real subscription. I think these numbers seem off. That’s why I didn’t actually build the rest of the reports on it. But.
315 00:33:32.850 ⇒ 00:33:33.270 Elizabeth Conference Room: Be able to write.
316 00:33:33.270 ⇒ 00:33:44.059 Robert Tseng: This is right. It’s still like, basically telling me less than 10% of users who start to go through the billing process actually convert. That seems quite low to me. I
317 00:33:44.160 ⇒ 00:33:50.589 Robert Tseng: would expect it to be, you know, at least 30%. So I I don’t think that.
318 00:33:50.590 ⇒ 00:33:53.239 Elizabeth Conference Room: I think it might be right. I think it might be right, though.
319 00:33:53.590 ⇒ 00:33:54.220 Robert Tseng: Okay.
320 00:33:55.010 ⇒ 00:34:02.102 Elizabeth Conference Room: Because those numbers track with customer numbers last 90 days.
321 00:34:02.820 ⇒ 00:34:04.619 Robert Tseng: I saw that that was interesting, but then.
322 00:34:04.620 ⇒ 00:34:05.030 Elizabeth Conference Room: Yeah.
323 00:34:05.030 ⇒ 00:34:09.509 Robert Tseng: I don’t know, like, I guess. Seems like most of your business is not off of the self. Serve because, like.
324 00:34:09.953 ⇒ 00:34:10.839 Elizabeth Conference Room: Right, yeah.
325 00:34:11.070 ⇒ 00:34:19.420 Robert Tseng: Yeah, I mean, this is like, you know, less than 10% of whatever you’re getting in June, or like even even a way less. So.
326 00:34:19.730 ⇒ 00:34:20.300 Elizabeth Conference Room: Okay.
327 00:34:21.219 ⇒ 00:34:26.069 Robert Tseng: Yeah. And then I don’t know what plan type was, but it is interesting to see. I don’t know. If.
328 00:34:27.179 ⇒ 00:34:32.649 Robert Tseng: yeah, like I, we’re we’re all these. We’re all these kind of subscriptions coming from. Then.
329 00:34:33.170 ⇒ 00:34:33.900 Elizabeth Conference Room: Yeah.
330 00:34:34.948 ⇒ 00:34:39.380 Elizabeth Conference Room: Volume. But are these new subscriptions.
331 00:34:39.389 ⇒ 00:34:40.849 Robert Tseng: I.
332 00:34:41.409 ⇒ 00:34:42.809 Elizabeth Conference Room: Probably not right.
333 00:34:43.000 ⇒ 00:34:45.059 Robert Tseng: Oh, should be for. Okay.
334 00:34:45.060 ⇒ 00:34:47.030 Elizabeth Conference Room: That’s fine. It’s just, please, please.
335 00:34:47.030 ⇒ 00:34:47.440 Robert Tseng: Sorry.
336 00:34:47.440 ⇒ 00:34:59.499 Elizabeth Conference Room: These are. These are our subscriptions by plan type. So basically, yes, what you’ve said is correct, that we the self service segment has like stalled with growth.
337 00:34:59.500 ⇒ 00:35:07.560 Elizabeth Conference Room: Yeah, we have. We have around 4,000 self, serve customers on our various plans, startup business.
338 00:35:07.590 ⇒ 00:35:36.029 Elizabeth Conference Room: And then the enterprise segment which isn’t represented in stripe makes up more than half of our revenue. So the 20 of the 20 million we do on on an annual basis like 11 k. Or sorry. 11 million of that will come from enterprise, and like 9 mil will come from self serve. But it’s basically all current customer like, or there’s very little new customers being added. The new customers are maybe only making up the customers that churn, so there’s no.
339 00:35:36.870 ⇒ 00:35:42.969 Robert Tseng: Okay, got it. Yeah, I I think I probably need to go and do apply like a 1st time user filter. And that might drop these numbers.
340 00:35:42.970 ⇒ 00:35:43.379 Elizabeth Conference Room: So it seems like.
341 00:35:43.380 ⇒ 00:35:49.249 Robert Tseng: Like this is actually what you think is our current self serve user base in its entirety. So so yeah.
342 00:35:49.754 ⇒ 00:35:55.920 Elizabeth Conference Room: By June. Looks so small then. But I see.
343 00:35:55.920 ⇒ 00:35:56.290 Elizabeth Conference Room: Yeah.
344 00:36:01.060 ⇒ 00:36:03.929 Robert Tseng: Maybe it’s maybe it’s.
345 00:36:05.330 ⇒ 00:36:09.539 Elizabeth Conference Room: Like it. They show up as they pay in that
346 00:36:10.190 ⇒ 00:36:11.760 Robert Tseng: I think that’s what it is. It is a month.
347 00:36:11.760 ⇒ 00:36:15.770 Robert Tseng: Okay, monthly billing. And I guess you know, maybe
348 00:36:15.930 ⇒ 00:36:20.819 Robert Tseng: not. Everyone bills in the in the beginning of the month. They are kind of like across the.
349 00:36:20.820 ⇒ 00:36:26.670 Elizabeth Conference Room: They bill on their they bill on their initial subscription, start date. So that’s what recurs monthly. So that makes sense.
350 00:36:27.510 ⇒ 00:36:32.760 Robert Tseng: Oh, okay. Oh, you don’t. Yeah. You don’t prorate it, or anything like you just let people kind of sign up whenever they whenever.
351 00:36:33.545 ⇒ 00:36:34.330 Elizabeth Conference Room: Exactly.
352 00:36:34.330 ⇒ 00:36:35.639 Robert Tseng: Okay, interesting.
353 00:36:35.980 ⇒ 00:36:39.660 Elizabeth Conference Room: Yeah, okay, cool.
354 00:36:40.140 ⇒ 00:36:47.919 Elizabeth Conference Room: This is great. I was just clicking through. I don’t know if you did this already. Some of the the spaces that we already have.
355 00:36:49.540 ⇒ 00:36:49.930 Robert Tseng: Yeah.
356 00:36:49.930 ⇒ 00:36:54.260 Elizabeth Conference Room: Yeah, to get an idea of like what
357 00:36:54.590 ⇒ 00:36:58.370 Elizabeth Conference Room: has been tracked and what people have created reports on before.
358 00:36:58.370 ⇒ 00:37:02.370 Elizabeth Conference Room: Yeah, like, sign up is really the only thing like you said that
359 00:37:03.140 ⇒ 00:37:03.770 Robert Tseng: Yeah.
360 00:37:03.770 ⇒ 00:37:09.700 Robert Tseng: I have a couple of them favorited as like the ones I thought were the most helpful for what I’m doing right now. But yeah.
361 00:37:10.000 ⇒ 00:37:37.200 Elizabeth Conference Room: Okay, cool. Sweet? Well, then, I will. My takeaways, then, is to prioritize getting these tracked events on the things that we’ve identified, and then from there you can do your segmentation analysis. But it sounds like we’re good to go on, Jacqueline, designing the branch on the sign up, because that is really the only thing we currently have tracked. So we’re we can full steam ahead on that because we’ll be able to see any lift.
362 00:37:37.440 ⇒ 00:37:40.400 Elizabeth Conference Room: Well, I guess it’s kind of like.
363 00:37:42.480 ⇒ 00:37:44.850 Elizabeth Conference Room: what do we have data on?
364 00:37:46.160 ⇒ 00:37:51.800 Elizabeth Conference Room: People drop off off that page. Currently, the the OS file page.
365 00:37:51.800 ⇒ 00:37:52.630 Robert Tseng: Yeah, we did.
366 00:37:53.070 ⇒ 00:37:59.370 Elizabeth Conference Room: Okay? So I, what’s what is the metric, then, that we will be tracking to?
367 00:37:59.850 ⇒ 00:38:02.070 Elizabeth Conference Room: We want more people
368 00:38:02.240 ⇒ 00:38:11.389 Elizabeth Conference Room: to come to land in the project right? So it’s like the drop off from the sign up page
369 00:38:11.690 ⇒ 00:38:15.209 Elizabeth Conference Room: name like the name email page into the project page.
370 00:38:17.000 ⇒ 00:38:20.649 Robert Tseng: Yeah, yeah, so let’s.
371 00:38:20.650 ⇒ 00:38:22.900 Elizabeth Conference Room: Adding the branch, adding the branch.
372 00:38:23.280 ⇒ 00:38:27.109 Elizabeth Conference Room: That’s that’s the goal that more people land in the product.
373 00:38:27.110 ⇒ 00:38:32.639 Robert Tseng: Yeah, yeah, I don’t really know how to even get to like the landing on the product right now. So.
374 00:38:33.240 ⇒ 00:38:34.439 Elizabeth Conference Room: Right? Okay.
375 00:38:34.650 ⇒ 00:38:35.310 Robert Tseng: Yes.
376 00:38:36.560 ⇒ 00:38:48.369 Elizabeth Conference Room: So you only so, for, like the sign up space that currently exists, new sign up funnel.
377 00:38:48.620 ⇒ 00:38:53.870 Elizabeth Conference Room: let’s see, what are these? This incorporates a few moving sign up, okay.
378 00:38:54.310 ⇒ 00:39:00.970 Elizabeth Conference Room: onboarding project created. I’m just trying to get an idea of like, how did how did they measure completion?
379 00:39:03.630 ⇒ 00:39:09.839 Robert Tseng: So I think they all seems like they only measured like onboarding. Are we looking at the same thing? The sign up funnel analysis that.
380 00:39:10.457 ⇒ 00:39:21.060 Elizabeth Conference Room: I’m looking at. Oh, project created onboarding. Finished. Now, what space is that? What’s it called sign sign up refresh. Okay, yeah. I’m in there.
381 00:39:21.060 ⇒ 00:39:21.440 Robert Tseng: Yeah.
382 00:39:21.440 ⇒ 00:39:25.639 Elizabeth Conference Room: And then which- which report is the.
383 00:39:25.640 ⇒ 00:39:26.870 Robert Tseng: On the sign up Funnel.
384 00:39:26.870 ⇒ 00:39:28.710 Elizabeth Conference Room: Yeah, yeah, I’m there.
385 00:39:29.360 ⇒ 00:39:33.869 Elizabeth Conference Room: So how are they? What are they using for onboarding? Finished? What’s the.
386 00:39:33.870 ⇒ 00:39:48.559 Robert Tseng: Yeah, that onboarding finish is just like, whether or not they, it’s like after someone move, because whether you skip or upload a oas file. It drops into the same thing right? So like, whatever that event is like. That’s what the onboarding finishes.
387 00:39:49.155 ⇒ 00:39:54.370 Robert Tseng: So it’s it’s it doesn’t. Actually, it’s not after they land. It’s like after they checked
388 00:39:54.830 ⇒ 00:39:59.400 Robert Tseng: after. They say they’re uploading the file. Or are they saying skip like? That’s that’s the event that.
389 00:39:59.400 ⇒ 00:40:00.800 Elizabeth Conference Room: That’s the event. It’s tracking.
390 00:40:00.800 ⇒ 00:40:02.090 Robert Tseng: Yeah, yeah.
391 00:40:02.610 ⇒ 00:40:03.540 Elizabeth Conference Room: Got it.
392 00:40:04.570 ⇒ 00:40:05.640 Elizabeth Conference Room: Okay?
393 00:40:16.590 ⇒ 00:40:20.359 Elizabeth Conference Room: interesting. Can you scroll down on this sign up funnel analysis.
394 00:40:20.500 ⇒ 00:40:22.010 Robert Tseng: Yeah, so.
395 00:40:22.120 ⇒ 00:40:27.449 Elizabeth Conference Room: The okay. So view sign up users signed up project created
396 00:40:30.540 ⇒ 00:40:33.089 Elizabeth Conference Room: finish, skip, finish, upload.
397 00:40:34.770 ⇒ 00:40:37.770 Elizabeth Conference Room: It’s not okay. So basically, what.
398 00:40:37.770 ⇒ 00:40:39.980 Robert Tseng: This is not a funnel. This is just tracking the number.
399 00:40:40.478 ⇒ 00:40:43.969 Elizabeth Conference Room: Yeah. Yeah. What we wanna see is.
400 00:40:51.540 ⇒ 00:40:54.215 Elizabeth Conference Room: do you hear that? Now that?
401 00:40:54.960 ⇒ 00:40:58.460 Elizabeth Conference Room: Do you hear the worrying? Now? There’s like very loud worrying.
402 00:40:58.460 ⇒ 00:41:00.770 Elizabeth Conference Room: Oh, no, I don’t hear anything amazing.
403 00:41:02.330 ⇒ 00:41:04.460 Elizabeth Conference Room: What we want to see is.
404 00:41:08.300 ⇒ 00:41:16.119 Elizabeth Conference Room: I don’t know how we’ll track onboarding complete for people that I guess we
405 00:41:16.660 ⇒ 00:41:21.009 Elizabeth Conference Room: cause. Okay, so what’s gonna happen is people will create. They’ll do the project creates
406 00:41:21.430 ⇒ 00:41:31.980 Elizabeth Conference Room: state, and then they’ll land on a page that says, Do you have an OS file, and they’ll select yes or no, and if they select no, I guess that will be onboarding complete.
407 00:41:34.600 ⇒ 00:41:38.179 Elizabeth Conference Room: Right now, when people do project, create.
408 00:41:38.330 ⇒ 00:41:50.790 Elizabeth Conference Room: and like, what is this drop off between project, create and finish? Are those people who literally create a project, and then they neither upload an OS file or say, skip.
409 00:41:51.270 ⇒ 00:41:53.310 Robert Tseng: Yeah, they just like, exit, yeah.
410 00:41:53.490 ⇒ 00:41:56.129 Elizabeth Conference Room: But that’s like a thousand 1,500 people.
411 00:42:00.170 ⇒ 00:42:02.860 Robert Tseng: You know, but going back to my
412 00:42:06.220 ⇒ 00:42:07.510 Robert Tseng: and.
413 00:42:09.240 ⇒ 00:42:18.860 Elizabeth Conference Room: You know what I mean? Because, like, if I’m looking at the one on the right, it’s like there’s almost 3,000 people that created a project, but only a thousand that are in a finished state.
414 00:42:19.300 ⇒ 00:42:20.279 Robert Tseng: Yeah, yeah.
415 00:42:21.260 ⇒ 00:42:38.180 Elizabeth Conference Room: So I guess what I’m trying to optimize for is getting more people to a finished state. But I don’t even understand how that would happen. So you like, you create the project. And then you think you land on that Oas file page currently, and you don’t know how to upload an OS file, and you also don’t know how to skip it.
416 00:42:40.590 ⇒ 00:42:43.370 Robert Tseng: Yeah, I guess at that point they just they just check out. They don’t.
417 00:42:43.370 ⇒ 00:42:45.829 Elizabeth Conference Room: They just exit out of the page completely.
418 00:42:46.240 ⇒ 00:42:46.569 Robert Tseng: Yeah.
419 00:42:47.350 ⇒ 00:42:50.079 Elizabeth Conference Room: Okay, so that’s what we want to track. We want to track
420 00:42:50.370 ⇒ 00:42:55.559 Elizabeth Conference Room: whatever the finished, an increase in whatever the finished state is.
421 00:42:55.750 ⇒ 00:43:03.220 Elizabeth Conference Room: And we’re not. You and I are not currently sure how to like. We want landing in the welcome page to be the finished step.
422 00:43:03.900 ⇒ 00:43:04.470 Robert Tseng: Yeah.
423 00:43:04.880 ⇒ 00:43:06.420 Elizabeth Conference Room: Which we don’t currently attract.
424 00:43:06.770 ⇒ 00:43:07.350 Robert Tseng: Yeah.
425 00:43:13.410 ⇒ 00:43:16.459 Elizabeth Conference Room: I almost feel like there should be one.
426 00:43:17.420 ⇒ 00:43:18.420 Elizabeth Conference Room: The
427 00:43:20.000 ⇒ 00:43:25.090 Elizabeth Conference Room: okay. I’ll talk to Jacqueline on how she wants to design this cause. I don’t like the idea of like
428 00:43:26.110 ⇒ 00:43:28.870 Elizabeth Conference Room: finish, skip, finish, upload.
429 00:43:29.140 ⇒ 00:43:33.140 Elizabeth Conference Room: There should be like like there should be a an event, for, like
430 00:43:33.797 ⇒ 00:43:38.830 Elizabeth Conference Room: onboarding complete, which is like landing for the 1st time in the homepage.
431 00:43:39.450 ⇒ 00:43:40.075 Robert Tseng: Yeah.
432 00:43:40.880 ⇒ 00:43:44.830 Elizabeth Conference Room: Is that how you would track that? For, like the completion of onboarding.
433 00:43:45.630 ⇒ 00:43:53.329 Robert Tseng: Yeah. I mean, I think the way that it’s set up currently with onboarding finish is like not separating them out is the same event, it’s just whether or not they skip through
434 00:43:55.105 ⇒ 00:43:59.379 Robert Tseng: well, I guess it kind of depends on what you mean by like. So like,
435 00:44:01.330 ⇒ 00:44:24.890 Robert Tseng: if you don’t upload a photo, or if you upload. Yeah, those are both considered the same on board complete right now. Yeah, it makes sense that it. If you want to normalize it and have the same onboarding, complete kind of event for everyone. It should just be like when they land in that welcome page. Maybe, like the Oas file has to go through like one or 2 more steps to actually like, get their file uploaded, or whatever.
436 00:44:25.200 ⇒ 00:44:35.130 Robert Tseng: But yeah, like, if you want to like, have a standard already complete definition, you should make it when when the welcome like, yeah, like that. That page to land on afterwards.
437 00:44:35.130 ⇒ 00:44:42.469 Elizabeth Conference Room: Right, because the the goal is to get all 2,600 people who create a project to land in that homepage.
438 00:44:42.760 ⇒ 00:44:43.350 Robert Tseng: Yeah.
439 00:44:45.130 ⇒ 00:44:52.299 Elizabeth Conference Room: Okay, I will figure out how to get all this tracked, and then we can revisit, but really appreciate it.
440 00:44:52.780 ⇒ 00:44:55.539 Robert Tseng: Okay, cool. Yeah. Thanks. Thanks. Evie, yeah.
441 00:44:55.590 ⇒ 00:44:56.380 Elizabeth Conference Room: Hi.
442 00:44:56.380 ⇒ 00:44:57.240 Robert Tseng: Alright, bye.