Project Overview

Led the strategic revival of Unity’s training platform through comprehensive user research, cross-functional team alignment, and data-driven product improvements. This involved identifying critical user experience friction points, prioritizing high-impact solutions, and executing a redesigned platform that transformed engagement metrics and strengthened Unity’s competitive position in developer education.

Summary

Business Problem: Unity’s subscription-based training platform was struggling with new user acquisition and engagement, with existing users spending less time on the platform and completing fewer courses, creating revenue risk and potential customer churn.

Product Solution: Conducted comprehensive user research and analytics analysis to identify key friction points in sign-on and dashboard experience, then redesigned the user journey with improved progress tracking and engagement features.

Key Results:

• Weekly Active Users increased by 23%
• Average time on platform increased by 35%
• Course completion rates improved by 12%

CSAT scores improved 16% from 80s to high 90s within one month of launch.

Business Impact: Reduced customer churn risk, increased upsell opportunities for related training products, and strengthened Unity’s position as a comprehensive learning platform for game developers.

Discovery & Strategy

User Research Conducted:

• Customer interviews: Users and decision makers provided insights on current pain points
• Internal stakeholder interviews: Sales and Customer Success teams shared customer feedback patterns
• Quantitative surveys to scope broader customer base feedback and evaluate relative to qualitative feedback received

Data Analysis:

• Login behavior patterns and user flow analysis using Amplitude
• Content usage patterns: time of day, content types, popular topics
• User demographics and segmentation analysis
• Marketing analytics tracking revisit patterns

Hypothesis Formation: Improved sign-on experience and enhanced dashboard with progress tracking would increase engagement and retention

Prioritization Framework: Kano modeling combined with qualitative input to balance customer delight with development feasibility

Strategic Approach: Focus on reducing friction in core user journey while adding value through better progress visibility and learning path guidance

Solution & Execution

Product Requirements:

• User Stories: Streamlined sign-on process, intuitive dashboard with learning progress visibility, clear learning pathways
• Acceptance Criteria established
• Technical Constraints: Work within existing platform architecture and timeline limitations

Design & Development Process:

• Design Iterations: Created mockups with customer feedback integration, conducted demo sessions with sales and customer success teams
• MVP Scope: Prioritized most impactful features feasible within development timelines
• Engineering Collaboration: Led cross-functional syncs to align on technical feasibility and implementation approach

Go-to-Market Strategy:

• Launch Plan: Phased rollout starting with select customer test group for feedback and iteration
• Success Metrics Tracking: Real-time monitoring of user engagement and satisfaction metrics
• Stakeholder Communication: Regular updates to sales, customer success, and leadership teams

Key Product Decisions:

• Prioritized user experience improvements over new feature development based on research insights
• Chose iterative approach with customer feedback loops rather than big-bang launch

Risk Management: Secured engineering resources by building strong business case and gaining sales/customer success advocacy with leadership

Key Achievements

Key Product Wins:

• Transformed declining platform into engagement driver with 15% CSAT improvement
• Delivered measurable user experience improvements with increased time-on-platform and course completions
• Created foundation for expanded training product revenue through improved platform performance

Strategic Impact: Strengthened Unity’s position as comprehensive developer platform while supporting Customer Success department revenue goals and reducing competitive risk

PM Leadership Demonstrated: Successfully led cross-functional team to revive underperforming product through user-centered research, data-driven prioritization, and stakeholder alignment, delivering measurable business results within aggressive timeline

Results & Impact

User Impact:

• Weekly Active Users: Increased by 23%
• Average time on platform: Increased by 35%
• Course completion rates: Improved by 12%

Business Impact:

• CSAT scores: 80s → High 90s (15% improvement)
• Customer support tickets: Reduced volume related to platform issues

Product Performance:

• Technical metrics: Successful launch with minimal technical issues
• User feedback: “My customers have been telling me they love this redesigned dashboard and can clearly see the progress of their team” – Sales team feedback

Timeline to Impact: Results visible within one month of launch

Lessons Learned

What Worked Well:

Iterative testing: Select customer group testing allowed for refinement before full launch

Customer-centric research approach: Deep user interviews and stakeholder feedback provided clear direction for improvements

Cross-functional collaboration: Regular syncs with design and engineering ensured feasible, impactful solutions

Product Management Skills Demonstrated:

• Strategic thinking: Identified platform revival as critical business priority and developed comprehensive improvement strategy
• User focus: Grounded all decisions in customer research and feedback, ensuring solutions addressed real pain points
• Data-driven decisions: Combined quantitative analytics with qualitative insights to prioritize highest-impact improvements
• Cross-functional leadership: Successfully aligned engineering, design, sales, and customer success teams around shared goals
• Execution excellence: Delivered on-time launch with measurable business impact within one month

Key Product Insights: Platform usability issues were masking the value of Unity’s training content – removing friction unlocked both user satisfaction and business opportunities

Scalable Learnings: User experience improvements in B2B platforms can drive both retention and upsell opportunities when they help customers demonstrate value to their own stakeholders