Signal-driven nudges deliver customer value

Pendo’s Orchestrate (B2B SaaS)

Multichannel communication

Problem: Customers relied on clunky exports to act on Pendo data, breaking workflows and trust.

Solution: I helped build Orchestrate to turn live behavioral data into real-time, multi-channel actions inside Pendo.

Impact: Outreach became seamless, adoption grew, and Pendo evolved from insights to action.

Context

Pendo is a product analytics and in-app messaging platform used by Fortune 500 companies and B2B startups to drive software adoption (~1,000 employees). I led UX research in partnership with product and design teams, delivering insights that informed strategy, design decisions, and prioritization.

TL;DR

Customers relied on clunky exports to act on Pendo data, breaking workflows and trust.  I helped build Orchestrate to turn live behavioral data into real-time, multi-channel actions inside Pendo. Outreach became seamless, adoption grew, and Pendo evolved from insights to action.

Solution

Methodologies → Interviews, Focus groups, Co-design workshops, Usability testing, Usage Analytics

Multi-channel communication: In-app and email fall back, minimizing message fatigue and increasing adoption.

Behavioral triggers:
Behavioral triggers for more targeted nudges with a shared suppression and frequency caps. Message dismissals decreased by one-third.

Metadata triggers:
Profile triggers for more relevant, human-feeling communication, creating a 2× shift from dormant to active users.

Live editing:
The ability to edit rules without redeploying the messages creates more flexibility for customers, and their median task time was cut in half, increasing broader team adoption.

Template library:
Prebuilt, plain-language nudge templates for consistent quality and a decrease in time-to-launch first message.

Outcomes

The impact went beyond customer messaging. Other internal teams quickly realized they could tap into the same real-time data to power their own workflows. Orchestrate transformed Pendo from a source of insights into a system of action — exactly what customers had been trying to build on their own all along.

How I Drove Alignment

  • Decision-ready briefs kept PM/PMM/Eng moving.

  • Clear ownership: PMM → voice/variants; Eng → delivery & caps; Research → plans, synthesis, testing.

  • AI-assist where it increased speed and/or rigor.