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Case Studies
A Case Study in Custom Development: Transformation of Hey Rate This Survey Platform by Render Analytics
Hey Rate This is a leading provider of listener feedback tools for radio stations. Their platform enables stations to gather real-time listener insights through audio-snippet surveys. However, their legacy platform faced significant technical issues that threatened their market position and hindered client success.
Objectives: To address these challenges, Hey Rate This partnered with Render Analytics to revamp their survey platform. The key objectives included:
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Redesigning the user experience for survey participants, clients, and administrators.
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Boosting platform performance, especially loading speed and responsiveness.
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Ensuring seamless auto-play functionality for audio snippets across all browsers and devices.
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Enhancing backend infrastructure to support scalability, security, and reliability.
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Meeting the project’s timeline and budget constraints.
Development Process:
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Discovery Phase: Render Analytics conducted thorough stakeholder interviews to gather detailed requirements and understand pain points. This phase focused on defining user personas to ensure a user-centered redesign.
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Agile Methodology: Render Analytics used an Agile approach with iterative cycles, allowing the team to adapt quickly based on ongoing feedback. Regular prototypes were released for user testing and validation, ensuring the platform met real-world needs.
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Design & Development:
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UX/UI Redesign: The team created an intuitive interface with improved navigation, making it easier for survey takers and clients to interact with the platform.
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Customized Survey Builder: A survey creation tool was developed, enabling clients to easily create engaging surveys with integrated auto-play audio.
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Personalized Dashboards: Custom dashboards were built for different user roles, providing real-time insights to help radio stations make informed decisions.
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Technical Architecture: The platform was hosted on AWS to ensure scalability, performance, and data security.
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Challenges and Solutions: One of the main challenges was implementing auto-play functionality for audio snippets, which was hindered by modern browser restrictions. Render Analytics developed a solution that preloaded audio and triggered playback through user interaction, ensuring compliance with modern web standards while maintaining an engaging experience.
Results and Impact: The revamped platform saw significant improvements:
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Faster loading times and higher user engagement.
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Flawless auto-play functionality across all browsers and devices.
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Positive client feedback, with radio stations praising the improved interface, speed, and robustness. The platform’s transformation positioned Hey Rate This for future growth and success.
Conclusion: The partnership between Hey Rate This and Render Analytics resulted in a successful platform transformation, demonstrating the value of collaboration, flexible development processes, and technical innovation. The revamped platform not only addressed immediate challenges but also set the stage for long-term scalability and continued success in the evolving digital landscape.
Atlassian Technologies
Atlassian Technologies is a SaaS company known most widely for its work management products Jira and Confluence. Render Analytics was engaged by Atlassian Technologies to assist their "University" team, which focuses on trainings, certifications, and online courses related to the different Atlassian products. Prior to Render Analytics' involvement, the University team was not properly tracking metrics, which made it difficult for stakeholders to gain insights into their performance and identify areas for improvement.
Render Analytics' team helped create a robust reporting environment for the University team, which included data collection, storage, and visual presentation in the form of dashboards. Render Analytics' consultative approach helped the University team identify the right metrics to track, which included conversion KPIs and course engagement metrics. Render Analytics also performed a series of ad-hoc analyses on behalf of Atlassian, such as identifying top potential upsell and cross-sell opportunities, identifying website conversion optimization opportunities, and using predictive modeling to forecast future enrollments.
Render Analytics also designed and implemented a reporting solution on the training platform backend, which allowed users and user groups to see relevant advanced metrics and measure their own performance against others within their organization. This solution also allowed organization admins to generate actionable insights to improve their team's internal metrics.
Over the course of the 12-month engagement, Render Analytics' contributions directly resulted in a 12% increase in enrollments and a 3% increase in monthly recurring revenue for the University team.
BlueCross BlueShield
BlueCross BlueShield is a major health insurance provider in the United States. Their Customer Experience (UX) team was tasked with measuring the impact of positive vs. negative customer experience in terms of revenue and profit to justify increased funding for their department. Render Analytics was contracted to help the UX team quantify the value of customer experience on member retention and average member lifetime value to BCBS.
In order to perform this analysis, Render Analytics consolidated several types of previously collected data and restructured the dataset in a way that allowed for meaningful insights to be drawn. By leveraging several types of customer satisfaction survey data as well as customer behavioral data such as retention and membership level,
Using a combination of techniques including regression modeling, cluster analysis, customer segmentation, and advanced pattern recognition, Render Analytics was able to identify the primary drivers of retention, increasing membership levels (and therefore revenue) year over year, and overall customer satisfaction. While it turned out there were stronger variables impacting these metrics, we were able to use regression analysis to quantify approximately how much a positive vs. negative experience for different points of interface (i.e. call center, online, in-person) would impact their future insurance-purchasing decisions.
Additionally, Render Analytics was able to identify stages of their customer journey that were most impactful to retention and suggest changes to those changes that positively impacted customer experience, thereby increasing customer retention and overall revenue. Over the course of a 6-month engagement, Render Analytics' contributions directly resulted in a 1% increase in related survey scores and a 4% increase in member retention for impacted customers.
Marriott Hotels
Marriott Hotels is one of the largest hotel chains in the world. Their web analytics team wanted an outside perspective to find additional opportunities to improve an existing booking conversion funnel on the website for a specific group of properties. Render Analytics was brought in to complete two tasks:
Audit the current data storage configuration to identify opportunities to improve or augment the current dataset being collected in a way that will drive useful information for internal stakeholders
Analyze the current data available across multiple data sources to identify any low-hanging opportunities to improve the primary conversion funnel click-through rate across the website
From a data collection perspective, Render Analytics provided best practices and additional data source recommendations that Marriott Hotels could use to collect increasingly actionable data.
By leveraging A/B testing as well as performing a deep-dive user behavior flow analysis, two different pages in the conversion funnel were identified as opportunities to make small tweaks that cost almost nothing at all to implement that improved the conversion rate of the in-scope website funnel. Over the course of a 6-month engagement, Render Analytics' contributions directly resulted in a combined 7% increase in clickthrough rate between the two identified pages.