🤔 Challenge: How can Product teams announce product updates and measure satisfaction after releases?
💡 Solution: By announcing new features in-app to relevant audiences and following up with Microsurveys to gather feedback.
🏆 Results: Driving new feature discovery, getting feedback that informed a fast development pace, and enabling self-serve onboarding for users.
Rydoo is a smart expense management software that helps organizations manage all business spending. It allows employees to easily submit expenses in seconds through the mobile app while providing finance teams with advanced AI capabilities so they can efficiently automate the process, maintain control, and stay compliant at all times.
The need for a mature Digital Adoption Platform
Rydoo used another provider to provide customer support and create in-app tours to announce product updates. However, the team considered the service too expensive and that their in-app tours lacked configuration flexibility. As the Support team was looking to change tools, the Product team saw an opportunity to bring on a dedicated solution that focuses on delivering a better experience to end-users.
Without a dedicated Digital Adoption Platform, the Rydoo team was finding it difficult to:
Effectively drive discovery and engagement of their new features and products.
Gather relevant feedback from users and use it inform and to validate product updates.
Offer self-serve guidance and help inside their application.
Create guided product tours to welcome new users and speed up the time in which they find value.
Aside from enabling the team to be more creative with in-app announcements for new features, the Product team at Rydoo wanted to improve their relationship with power users and effectively measure satisfaction or ask for feedback after releases. Knowing what they wanted to achieve, they felt Chameleon was the right tool for the job.
We really liked Chameleon because we could create guided Onboarding Tours, which we couldn’t with our previous provider at the time.
In Chameleon, Rydoo found all the expected patterns they were already using, such as Tours, Banners, and the perfect way to create a two-way communication channel with users. The ability to create various in-app Microsurveys was the ideal option to gather feedback from users for their upcoming enhancements. The team was also attracted by the sophisticated configurations they found for Chameleon’s Product Tours and the ability to create guided onboarding experiences for users. This sparked more ideas for the Rydoo team.
Here’s how Rydoo created an in-app engagement loop that effectively promotes new features and streamlines users’ insights, helping the team prioritize enhancements.
Using Microsurveys and Tooltips to better understand power users
The team was fast in shipping a lot of improvements in the Rydoo dashboard and needed to understand how users felt about the latest changes, especially since many of them included UI changes too. With many new features added and a completely new dashboard experience, the Product team wanted to get a pulse of power users.
They started out using Tooltips to trigger an external feedback form to gather impressions from users. With Chameleon’s Typeform integration, users could fill this in within the Rydoo dashboard. The feedback that they got enabled the Product team to assess the impact of their latest updates and understand where users found value.
Before Chameleon, we would have to use alternative channels, which didn’t allow us to collect as many insights.
But with many types of in-app Microsurveys at their disposal, the Rydoo Product team started creating more and more Chameleon Microsurveys. Rating and Dropdown Microsurveys are helping the team gain valuable insights that inform their decisions and prioritize improvements to continue satisfying their customers.
The team uses “Follow up” Steps in their Microsurveys to ask users what they can improve with each update. In their Chameleon Dashboard, they can review and filter responses to better understand users’ needs.
👇 Explore an interactive demo of creating a multi-button Microsurvey with Chameleon.
In one instance, the team actually followed up with an NPS Microsurvey to users who got a preview of an upcoming feature. The responses showed that users were happy with their new feature and helped the team know they were on the right path very quickly.
Knowing what users want us to build next is crucial for a Product Manager like me. As we release the first version of a feature, we know we want to improve it, and then we turn to our users to help us answer ‘what should we build next?’
This way, the team can make more informed decisions about what to build next and prioritize their enhancements. It’s also helping the Product team validate different UI changes and know that their users continue to find value in the Rydoo dashboard.
👇 Explore an interactive demo of creating an NPS Microsurvey with Chameleon.
Tours help Rydoo drive new feature discovery and engagement
Rydoo was gearing up to launch an exciting new feature in their product, Smart Audit, an AI-powered monitoring assistant that detects and flags out-of-policy or potentially fraudulent claims. When the feature was launched, the team announced it through different channels such as email and social media. But this time, the Marketing team also wanted to build a Modal with Chameleon to announce it in their product.
Rydoo created a centered modal and added a catchy image that showed the new feature in action. They used a full-width image, that included the copy and also a custom label indicating the novelty. Chameleon’s button “Actions” and “Dismiss” helped create a delightful user experience: users could click the CTA to learn more about the new capabilities within their dashboards or simply exit the modal to explore it on their own. The team also added a confetti “Delight animation” to celebrate the release with their users.
💡 Chameleon Tip: Celebrating milestones and exciting news with users through playful animations enhances the user experience and encourages engagement. These animations capture attention and make interactions feel more dynamic, triggering positive emotions. They help users feel a sense of accomplishment and build a deeper emotional connection with the app, contributing to a more memorable user experience.
We were surprised to see that the click-through rate in Chameleon was much higher compared to other channels. It attracted users’ attention.
The results gave the team confidence to invest more in the in-app patterns to engage users: the higher-than-average CTR for their Chameleon Modal proved that the Rydoo platform is an effective engagement channel. Although this is expected because of the context of the announcement, their Modal drove users to explore and learn more about their new feature. Since then, the team has created Tours to share more updates for “Smart Audit” and continues to announce other feature releases.
👇 Explore an interactive demo of creating a new feature Modal with Chameleon.
The team uses Modals and Lightboxes to announce when users can access a new Rydoo feature. They use “Element” and “URL Rules” to display their Modals on specific feature pages, or they will use a “Smart delay” if the announcement appears on pages where that feature is not present. Their Tours don’t require users to perform any actions, they simply communicate the value that users will get from each update. This invites users to explore the product at their own pace leading them to discover more of Rydoo’s features.
I haven’t A/B Tested this yet, but we think that using the “Smart Delay” is driving better engagement than showing it directly.
👇 Explore an interactive demo of creating a Lightbox with Chameleon.
The team uses Chameleon’s Segment integration to send user properties and create different audiences for their in-app announcements. Rydoo has nine different types of users (e.g., “Personal User,” “Administrator,” “Finance,” “Approver”, etc.), and each user's role dictates their permissions in the Rydoo dashboard. The team relies on their “role” property when they deliver product updates to ensure each update is relevant to users with the right permissions.
On occasion, when several in-app patterns can appear to the same users, the team uses Rate limiting to restrict the number of Experiences users can see. This way, they know users will always have a pleasant user experience and will not be overwhelmed with too many announcements.
It’s very valuable to us that we can show users the right information in the right context at the right moment.
Launchers and Tours enable self-serve onboarding for users
With smoother ways to educate users and gather feedback on product changes, Rydoo is now looking to improve early activation. The Customer Success team aims to provide better support to low-touch customers inside their platform and help them find value faster.
To help users understand the different features and how each would fit into their flows, the Support team used Chameleon’s Tours to create several Walkthroughs. These are short and easy to follow, teaching users about the basics of setting up their accounts and configuring and customizing their flows in Rydoo. The “Lightbox” component helps the team highlight different features or the distinct steps users need to take to set up their accounts.
The Rydoo team uses a “Progress indicator” to show the number of Steps in each Product Tour and ensure users don’t become anxious about digesting too much information during their onboarding. To help users remember key tasks that will enable them in the future, the team uses the “Click to progress” feature, which allows users to click around the Rydoo app, instead of CTA’s in the Walkthrough.
Next, the Rydoo team added all their Walkthroughs to a Checklist and is showing it to their “Admin” users. As they get started, users can see what tasks they should complete to get the most out of the Rydoo platform. If users decide to explore on their own, they can always exit the Walkthrough by clicking the “Dismiss”. They can return to the Checklist later and go through the remaining tasks.
After users complete the final task in the Checklist, they see a Rating Microsurvey asking them to rate their onboarding experience. This helps the Customer Success team understand what challenges users might face and what they can improve their user onboarding experience.
👇 Explore an interactive demo of creating an Onboarding Checklist with Chameleon.
To help all customers self-serve help guides anytime they had a question about the Rydoo product, the team also implemented Chameleon’s in-app spotlight search, HelpBar. They connected their help center and enabled “AI Answers” to ensure their users can get fast, summarized responses from their documentation to the different questions that might pop up.
Users can open HelpBar from a simple Resource Center that offers assistance with the Rydoo product. They can either launch HelpBar or chat with the Rydoo Support team. The Support team uses Chameleon’s Zendesk integration to launch their chat inside their app so users can easily find assistance.
👇 Explore an interactive demo of configuring HelpBar in Chameleon.
What’s next for Rydoo?
Today, more departments are adopting Chameleon to engage customers. The Finance team has started using Banners to announce overdue payments to users and encourage faster renewals. Banners also come in handy to let users know of potential disruptions or temporary errors and alleviate possible frustration or confusion.
So far, Rydoo has been using Chameleon’s Analytics, available in the Dashboard, to understand how users engage with their in-app patterns and optimize their efforts. Next, they are looking to implement a dedicated analytics solution to help them analyze Chameleon data further and understand how their efforts impact their product adoption.
Overall, we’re very happy with Chameleon and the fact that we can gather information and push information to our users so easily. I can tell that it does have an impact on adoption.
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