Executive Summary

Pulse 2.0 is a revamp of the Pulse feature in Keka to help organizations combat employee disengagement and attrition by enabling them to collect regular feedback, measure critical metrics, and identify underlying issues more effectively. Once launched, Pulse 2.0 automatically prompts employees with five questions each week, ensuring a steady stream of structured feedback. Admins then gain access to organization-wide engagement scores and detailed metrics across key areas, providing a holistic view of employee sentiment that they can act upon.

Defining the Problem Statement (Why?)

Existing Pulse Surveys had a dismal adoption and fill rate.

Number of active accounts (who used Pulse in the last three months) ~ 7%

Avg. fill rate per account ~ 16%

Dogfooding, user interviews, and customer tickets revealed the following reasons:

• Pains to HRs
  1. Limited number of metrics with a limited number of questions in each metric
  2. Difficult to start and maintain Pulse schedule
  3. No actionable insights offered in analytics
• Pains to Employees
  1. Repetitive questions asked week over week
  2. No action was taken on the feedback provided
  3. No reminder emails or ability to fill on the mobile app

Redesign Pulse Surveys to increase the feature value to the users

Market Analysis

Ideation

Idea 1 - Automated Pulse
Once launched, Pulse is initiated at the Org level to have a continuous stream of data on 10 metrics and 95 questions

Idea 2 - Customisable Pulse
HRs can choose the metrics and questions to measure, and the audience for the Pulse

Qualitative Analysis

Prioritisation Framework

Solution (What?)

Based on qualitative analysis and scores in the prioritisation framework, we chose to go ahead with Idea 1 - Automated Pulse.

• Gains to HRs
  1. Single click launch to get employee feedback on 10 metrics and 95 questions
  2. Consolidated analytics with comprehensive filters and comparison charts to identify problem areas
  3. Overall engagement score and trend charts to see month-over-month scores
  4. Improved fill rate because of improvements in the employee experience

• Gains to Employees
  1. Questions repeat only after 19 weeks
  2. Takes less than 30 secs to fill a Pulse Survey with the ability to respond on Mobile
  3. Email reminders and push notifications so that employees don't miss responding to Pulse Surveys
  4. HRs are more likely to take action on feedback provided because of insightful analytics

Key Metrics

To measure awareness: 
‍No. of users who land on internal landing page weekly

To measure intent:
No. of users on landing page who watch the intro video or click on the Learn More CTA weekly

To measure conversions: 
No. of users on landing page who launch Pulse weekly

To measure usage:
Percentage of accounts with an active Pulse that download reports or view multiple pages in dashboard in a month

To measure churn:
Percentage of accounts who paused Pulse out of total accounts with an active Pulse

To measure the time to churn:
Avg. no. of weeks before the user pauses Pulse

To measure the time to retain: 
Avg. no. of weeks before user resumes Pulse

Wireframes in Whimsical (How?)

Designs in Figma

Go-to-Market Strategy

• Migrating Existing Accounts to Pulse 2.0
  
  1. Notify them about upgrade well in advance via newsletter, emails, and in app guides
  2. Disable launch functionality a week before the release of Pulse 2.0
  3. Give access to their past data
• Product Documentation Page
• Product Trainings to CS and Sales Teams
• Product Demos and Webinars
• In-app Feedback Form

Continuous Improvements

We incorporated customer feedbacks to include -

• Ability to disable/enable metrics and questions to let organization measure what matters
• Improved legends to showcase date breakups in trend charts to make data consumption easier
• Simplified scoring algorithm to remove ambiguity and misunderstandings