Pro Tip: 25 Tips for Managing your team in Appcues

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Our Best Practices for Managing your team in Appcues guide is the best place to start and set a foundation for a successful Appcues launch within your organization and with cross-functional teams.  

If you’re looking for even more inspiration, we have 25 ideas and tips to help you get started, stay organized, and create the best Appcues experience for you (and your Users). 

Tips for managing your team

  • Have a plan: Internally, have a plan for deployment, updating, governance, and ownership.  Use the Appcues Team DocTemplate to foster the right discussions and keep you and your team focused and organized
  • Kickoff: Before kicking off Appcues, ensure you are including all the right parties and representatives from your organization to secure early adoption and understanding.
  • Train everyone!  You may think only a handful of individuals within your organization need to use Appcues, however, we often see several teams and departments wanting to take advantage of the Appcues tool once it's implemented.  To get ahead of this, we recommend training any and all teams and individuals who may want to take advantage of Appcues to ensure you are all starting off on the same foot.
  • Leverage Permissions: Give all your teams access to the Appcues account and flow creation, or monitor by Editor, Publisher, and Administrator roles (roles will vary by plan) to balance access, flexibility, and oversight all at once.
  • Establish one "Appcues Lead" per team. This person should generally be responsible for all campaigns and flows for the team, managing their teammates, and ensuring their content plays well with others. In many organizations, this individual is part of the Product, CX, or Marketing team but choose the team and individual who best aligns with your overall goals.
  • Quarterly strategy reviews.  Outside of regular touchpoints on your flows, you may also find it helpful to revisit your product-led strategy quarterly either after or alongside your regular business quarterly planning to see how and where Appcues can help drive your goals and outcomes. 
  • Have an internal communication channel.  Whether your organization uses Slack, Teams, or another chat platform, make communicating fast and easy by creating a dedicated Appcues channel for discussing, posting updates, and sharing details about your flows.

Tips for managing your process

  • Define your goals.  This seems obvious but many fail to define the end goals they hope to achieve.  For some, this might be clarifying the User Onboarding process, deflecting support tickets, or providing usage expansion tracks.  Whatever you ultimately want to see as the outcome, define that and form a measurable metric around it.
  • North Star metrics. Dovetailing on the prior tip, using North Star metrics can help you and your team prioritize the singular metric that supports your business goals.
  • Create a meeting cadence. Meeting weekly or biweekly to review new requests and interactions, and assessing the performance of your current flows prevents a backlog and ensures your User experience is on point.
  • Customer chair. Have a conflict about what to show?  Use the ‘customer chair’ method as a way to invite that perspective to your planning and decision-making.
  • Define an approval process anchored in goals. Once you have defined your goals and measurable metrics, it’s a great idea to establish an approval process that aligns with those goals.  For example, you may create an internal request form for new or updated Appcues flows and on this form, ask the requestor to define how this request will support and align to company goals.  
  • Identify your tracking mechanism.  There are many ways to track your flows and flow requests but it’s helpful to determine how your internal teams will stay organized early on. Many customers opt for Spreadsheets, Slack/Chat channels, or project tracking systems like Asana, Clubhouse, or Jira.  To see how one of our customers tracks their projects, check out this customer hangout session!

Tips for a great end-user experience

  • Utilize flow diagnostics.  When multiple teams are involved, it's important to have a clear picture of who you are displaying a flow to and why.  The Diagnostics Tool can help you and your teams identify why a flow is not showing to an intended user(s) and provide options for fixing.  
  • Set design guidelines.  Having an internally agreed-upon design outline for things like fonts, colors, styling, etc. will help all team members stay on-brand and maintain a unified design experience for all end-users. 
  • Establish copy guidelines.  Similar to having a design guideline, you may also consider creating a brief, internal guideline on copy, phrasing, and terminology to ensure all flow creators are using clear and consistent phrasing. 
  • Know your audience.  Are your users less-than-tech savvy, on tight timelines, or need consultative assistance?  Provide added layers of assistance or an option to contact someone on your team to get to the core of what your audience needs and wants. Understanding who your Flow is targeting and what they want to get out of their experience will help each time you create or update a flow.  
  • Get some inspiration and Really Good UX.  Looking for ideas or curious about how other organizations have created cohesive flows? Check out the RGUX space to get creative and aligned as a team!
  • Connect with professional services to consult on guidelines.  Have a great idea but lack the time, knowledge, or resources to get this out the door? No sweat! Our in-house Professional Services team can consult or help you build your ideal user experience in Appcues! 
  • Collect feedback on flows. Once flows are live, be sure to collect internal and external feedback on how users are interacting with them. You can also use Appcues' Flow Analytics page, to give you better insights into the performance, engagement and success of your flows.

Tips for leveraging Appcues tools

  • Embrace Tags. Use tags for the different teams, and have them "tag" their flows accordingly. Create a tag for "Production" and "QA/Test" to keep track of where your flows are within the publishing process. Create a tag for lifecycle, so you can easily see which flows are geared toward different audiences, such as "trialer", "paid users" or "advanced user". Using tags will allow your team to easily sort and see only the flows that are useful to them. 
  • Test drive.  Appcues provides tools to review and share your flows with others on your team before they go live to an end-user. Take advantage of Preview Mode, Test Mode, Publishing to an internal environment, and/or Creating internal segments to get the full end-user experience before you go live. 
  • Use Launchpad to stay organized.  Launchpad allows you to provide in-product tutorials and announcements in a compartmentalized area to avoid intruding on the user's experience. It also allows your users to replay a flow they've seen previously. This can be helpful for providing information from cross-functional teams with many messages without overloading your Users.
  • Snooze a flow.  If you find that you need several flows to satisfy all of your teams and initiatives, you may also consider using ‘snooze a flow’ through the use of custom buttons and tracked events.  This allows your end-users to come back to a flow at a later time to balance multiple messages from multiple teams.
  • Create a (required) naming convention for flows. Being able to easily read a flow's title and know what it is can increase your team's efficiency and keep your content organized. Consider creating a naming convention that all users will adopt to keep consistency across teams, such as [SURVEY]Usability task survey: Understand Analytics (Feb18) (Tristan).
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