What is a Win with Discover?

What does success look like. Get to the goal. Don't just fix errors. Take action on prioritized opportunities!

Create real value and delight the customer

One of the most valuable, and rewarding aspects of using HCL Discover is the ah-ha moment when you discover an insight that can lead to a positive outcome for your organization.

You can work closely with your Discover team to analyze your data within the platform and identify those insights and wins. But, part of becoming a skilled Discoverer is feeling empowered to find and share those wins on your own!

You can work with your internal Discover ambassadors to establish a process of how to share those wins out and celebrate. You may even need to establish a process of how to first ensure that a potential issue gets routed to the right resource to fix it, which will then transform into that win. Again, work closely with your Discover team to set the right expectations and processes for you and your fellow team members.

Now, you may be curious what is considered a win. Truly, that is up to your organization and your goals or KPIs. The stakeholders involved with bringing Discover to your organization likely know why they did so, but it is also important to share that with all users so they can continue to find the value and prove the ROI.

Definition of a win with Discover With that in mind, a general definition of a HCL Discover win is: A find in Discover that you can actually fix or improve to lead to a positive outcome.

Get measurable results

Here are some high-level examples of what a win could result in:

Increases conversion rate by X % or £, $ € X amount
Total abandoned cart/basket value decreased by X %
Improves CSAT
Improves NPS
Saves end-user time in funnel
Decreases rage clicks, frustrated scrolling
Average Engaged Time increases by X%
Decreases page load
Increases interactions (Scroll, Click, Tap)

Outcomes

These positive outcomes could be identified through:

Alerts notifying error spikes, increased page load, below normal conversion rate, bounce rate above normal, add to cart clicks below normal, etc.
Session Replays showing errors and incomplete conversions with AI Session Insights
Dashboards, and Report AI Summaries

And so much more…

Examples from our customers in every industry

Here are some real-life examples of wins across various industries and use cases:

Retail: Healthcare: Travel:

Users seeing duplicate views of products listed on product category page led to session drop-off. Fixing the duplicate view decreased drop-off rates and in turn increased conversion rates.

Users with an existing membership account tried to log in but received an "invalid account" error message. Analyzing this issue in Discover showed thousands of impacted users and an annual opportunity cost of nearly $400K. Fixing this engineering issue decreased support calls by 10%, reduced weekly support costs, and significantly decreased impacted users.

The Travel credit pop-over on the Review and Pay page was not resizing correctly and was cutting off the call to action button. Customers were triggering possible frustration clicking on the module itself. Fixing this UX issue increased conversion and customer satisfaction.

Discover, Define, Design, Deliver and Celebrate!

Part of discovering these wins is sharing them out, teaching other Discover users to find them, as well, and celebrating!

In a newsletter
In a Show & Tell style meeting
Featured in a section of a Wiki or SharePoint page for Discover
In a MS Teams, Slack channel or Google Space dedicated to Discover wins
By hosting a contest to incentivize sharing more wins
In a segment during a Discover enablement session
...

Get creative , have fun, and feel empowered!

Additional Resources:

Submit discovered insights directly to your Discover account team
Establish your teams' processes and grow your community of practice
Build out a newsletter, or a place to share these internally