Import Wizard

Problem to solve

HyperComply handles auto-filling security questionnaires from the moment a customer uploads a questionnaire. The turnaround time is 48 hours. However, sometimes, customers receive short questionnaires that they answer outside of the app to avoid wasting credits and two days of idle time. As a result, the customer has to work more to do everything manually and then upload their completed questionnaire into HyperComply’s Knowledge Base.

How can we help customers complete their questionnaires in the app, while saving time and credits?

_{The internal importing tool that the wizard is based on}

Solution

HyperComply Answering Specialists use an internal importing tool to import and autofill the questionnaire, and then review the answers. We simplified this tool and removed the specialist from the equation, allowing the customer to self-import questionnaires and reducing turnaround time significantly.

This tool is kept simple to offer it for free, and customers can still save their credits for larger questionnaires that require HyperComply’s specialists.

_{Questionnaire upload modal and Import Wizard tool}

Timeline and contribution

This project took 1 month. I collaborated with the product manager and full-stack engineer. We went through 2 rounds of designs, ran a user test with customer success managers, and then with selected customers after the build. We then launched a beta version to selected customers before officially launching the new tool.

_{Preview mode and In Progress processing state}

Results

Initial results show that it took customers around 5 minutes to complete the import process. The total flow (from start to marking the questionnaire as complete) took around 1 hour. This is a huge improvement from the original flow that would take 48 hours for the import alone.

Retrospective

The solution was very well received by customers. However, through internal testing, we learned that the tool lacked onboarding because, while users had a hard time figuring out what to do when they first tried it out, they found it very easy to use after being guided through it. Modifications have been made for the official launch and we will continue to iterate moving forward.