Context
As the marketplace grew, Product Owners, Business Analysts, Platform Administrators, and Account Managers lacked a centralized view of platform performance and customer behaviour. Reporting was fragmented across different sources, making it difficult to monitor adoption, engagement, bookings, permissions, and overall performance.
The Challenge
- Fragmented reporting across different systems
- Limited visibility into customer adoption and engagement
- Difficulty tracking business KPIs
- Lack of operational insights for administrators
- Manual effort required to investigate support and business questions
The challenge was creating a single source of truth that could support both strategic and operational decision-making.
My Role
- Gathering reporting requirements from business and operational stakeholders
- Defining KPIs and reporting logic
- Mapping data sources and business rules
- Aligning stakeholders around metric definitions
- Supporting dashboard design and delivery
- Validating analytics outputs and reporting accuracy
Product Approach
We designed a centralized Power BI solution combining marketplace data into a unified reporting experience. Core capabilities included an executive KPI dashboard, organisation analytics, user activation and engagement, booking and service adoption, user permissions reporting, flexible reports, a KPI glossary, and extensive filtering and drill-down.
Outcome
The initiative created a single source of truth for reporting, improved visibility into customer adoption and marketplace growth, accelerated operational analysis, made data more accessible to business users, and supported more data-driven decisions.
Measures of Success
- Organisation Activation Rate
- Booking Conversion Rate
- Service Booking Rate
- User Activation Rate
- Platform User Engagement Rate
- Service Adoption Metrics
What I Learned
Dashboards are only valuable when stakeholders trust and understand the data behind them. Success depended not only on building reports, but also on creating shared KPI definitions and ensuring different teams could make decisions using the same source of truth.