Matterport Platform & Services

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Overview

Matterport is a technology company that specializes in creating immersive 3D experiences of physical spaces. They provide software and hardware solutions that enable users to capture, visualize, and share detailed digital representations of real-world environments. Matterport's innovative technology finds applications in various industries, including real estate, construction, architecture, and entertainment, offering a unique way to showcase and interact with physical spaces remotely.

As part of the platform's product design team, my focus was on redesigning and recreating various web experiences within Matterport's spatial data platform. This encompassed key areas of the customer journey.

My team was responsible for enhancing the following experiences at Matterport:

Main Website: Increased the engagement rate through our design efforts.
Ecommerce Platform: Our redesign led to an increased conversion rate.
Cloud/Marketplace Platform: Our improvements resulted in higher engagement rates and better management of accounts.
Data Insights: Orchestrated an entirely new experience for the company in this area.
Developer Experience: Orchestrated a fresh and innovative experience for developers.
Capture Services: Our enhancements led to increased engagement rates for orders.
Support: Our work resulted in an increase in web traffic.

Experience at Matterport

Managed up to 12 members across design and content management, Influenced the vision and strategy for 7 product experiences, Co-led the launch of 4 flagship customer experiences, helping the company generate over $330 million in revenue within 2 years.

Through these redesigns and improvements, my team was committed to delivering exceptional user experiences across the Matterport platform.

My Impact

Successfully grew my team from 1-8 members in 1 year.
Assisted in the growth of the design organization from 6 to 20 members within a year.
Effectively managed individual contributors (IC's) and managers.
Drove collaboration, strategy, and vision within the design team.
Ensured alignment of design initiatives with business priorities.
Played a key role in shaping the short-term and long-term product roadmap.
Directed design efforts across eight distinct product experiences.
Fostered close partnerships with a highly collaborative cross-functional team.
Oversaw multiple projects, budgets, organizational structures, and programs.
Developed effective talent recruitment methods and cultivated a thriving team culture.

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Matterport Platform Integration and How it works

The Matterport platform elevates the concept of digital twin creation by offering the ability to transform two separate spaces into immersive 3D digital experiences that are not only visually appealing but are also built on robust messaging and foundational architecture. Typically, customers are introduced to Matterport through various channels, including its website, external sources, or after purchasing its hardware. Upon engaging with the platform through the free version of the app, users quickly discover that a subscription unlocks the full potential of Matterport's features, allowing for extensive customization of their digital twins. At the core of the Matterport experience is the cloud platform, which serves as a multifunctional hub for data management, user access for businesses, and insightful analytics about space utilization. This cloud-based system is designed to seamlessly integrate messaging and foundational architecture, providing users with a comprehensive understanding of and control over their physical spaces in the digital realm. Additionally, Matterport supports deeper customization and technical exploration through SDI/SDK access for developers, complemented by detailed support and guidance. During my tenure at Matterport, my focus was on bridging the gap between these complex components, simplifying them for user comprehension and interaction, which involved enhancing not just the design and aesthetic aspects but also ensuring the messaging and foundational architecture were intuitive and user-friendly.

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My contribution

Product and design direction Lead Design Systems thinking Strategy and vision roadmap and planning

The team

6 product designers 1 UI designer 2 design leads 1 content manager 1 user researcher 1 ux writer

Year

2021-2023

Process

Scope

While in a hyper-growth state, I grew a design team from 1 to 12, with a mix group of talents, experiences and levels. I defined and drove several different product functions cross functionally, while improving several different internal team processes.

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Building a team and setting the foundations

Upon joining Matterport, the design team consisted of only six individuals, including the CDO. At the same time, the company was undergoing rapid growth as it prepared to go public. In this hypergrowth phase, my main priorities were to expand the design team, establish effective design practices, and define design functions.

To scale the team, I swiftly hired 8 talented individuals across various levels and design disciplines. Simultaneously, I took charge of organizing design activities, defining organizational structures, and establishing clear career paths within the design practice.

A significant focus of my role was creating design functions, which involved identifying key areas for design efforts. In this process, I considered user research, business goals, targets, and scalability. Particularly, scalability was crucial due to the dated and disjointed nature of Matterport's platform, which lacked a flexible design system prior to my involvement. Guided by a strong vision and strategic approach, my aim was to introduce phased changes that would position us for future success.

By prioritizing team growth, refining design practices, and defining strategic design functions, we laid the foundation for a stronger and more cohesive design organization at Matterport.

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Scaling the team

Recruiting: Worked with the recruiting team to improve hiring experience by reducing amount of steps for interviewers, better follow ups about candidate status and explored other ways to be transparent about the role (e.g. video recruiting).

Collaboration: Worked with my growing team on cadences. Conducted surveys to find out how to reduce unneccessary meetings while also creating room for meetings that would help bring about more collaboration and focus to priority efforts.

Performance & Growth: Worked with leads on ways to be more transparent in quarterly reviews. Transparency is important to how we communicate and track performance to empower growth for our team.

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Driving Innovation

Identified Priorities: Translated business OKR’s into design KPI’s we could track and measure in collaboration with product owners.

Explored New Opportunities: Identified areas for innovation in spite of system limitations and smaller team sizes.

Aligned Cross-functionally with Transparency: Worked cross functionality to align KPI’s to core OKR’s so that our team could track our design performance and progress overtime. This would directly show up as well in employees performance reviews as well.

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Example of my impact in the Product Experience

Problem

Issues with the core web experiences, including sporadic content narrations, broken collaboration processes, outdated UI systems, and disjointed user experiences
Broken internal content management processes
Conversion and Performance tracking limitations
Lack of prioritization, resources, and a cohesive user experience vision and strategy
Customer experience being dictated by legacy systems

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Old Cloud Platform Experience

Old Main Website and ECommerce Experience

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Strategy

Optimized Systems & Processes

Streamlined workflows for better efficiency.
Optimized project management tools and methods for smoother coordination.
Enhanced cross-functional collaboration with regular communication and feedback.

Enhanced UI & Design System

Led redesigns for more consistent digital experiences.
Worked with the UI/UX team to update design elements.
Conducted user research and tests to ensure design system effectiveness.

Improved Information Architecture

Audited and identified areas to improve information architecture.
Reworked content organization focusing on user needs.
Improved navigation and user flow for a more intuitive experience.

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Optimization Example

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Design System

‍View Core Example in Figma | View Components Example in Figma

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Example of the New Experience Highlights

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Product Marketing Experience

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Mobile Supported ECommerce Experience

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Partner and App Marketplace Experience

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Add On and Plugins Experience

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Compass Add-On Experience

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Property Intelligence Report Experience

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Property Intelligence Experience

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Capture Service Experience

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Cloud Platform, North Star Space Details Experience

Cloud Platform Phase 1 Experience

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Developer Playground

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Support Experience

Challenges along the way

When undertaking a redesign of a complex platform across multiple areas, it is essential to approach the process in phased iterations. This is due to various factors such as business objectives, resource constraints, and limitations within the existing system that can impede the realization of the desired North Star design.

To navigate these challenges, my team adopted a phased approach, always keeping the North Star design in mind while strategically identifying opportunities for quick wins. We aimed to design for the desired future experience while also addressing immediate needs and improvements.

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A significant achievement was leveraging research to prioritize areas of focus. For instance, in redesigning the cloud experience, we conducted surveys to gather customer feedback on the most important actions they sought when accessing our cloud features. Armed with this data, my team initiated the redesign process, placing the top customer requests at the forefront of our design decisions.

By combining a phased approach with user research-driven insights, we were able to balance immediate user needs with the long-term vision, ensuring that our design efforts aligned with customer expectations and business objectives. This approach allowed us to make meaningful improvements while working towards the ultimate goal of delivering an exceptional user experience.

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Outcome

Total Subscribers: Up 35% year-over-year.
Spaces Under Management (SUM): Increased to 11.1 million, up 28% year-over-year.
Total Revenue: Grew by 20% year-over-year, reaching $40.6 million, surpassing guidance.
1.5% increase in conversion rates.
10% reduction in bounce rates.
2.5% improvement in click-through rates, and faster page load times.

For the Cloud Platform:

Unlocked the potential of Matterport Cloud Experience.
Prioritized initiatives like property insights and app marketplace enhancements.
Improved conversion from free to paid subscribers.
Made upgrade paths within the application easier to unlock.
Implemented a flexible pricing model aligned with improvements.
Positive impact on the business.
Provided enhanced features.
Drove growth in subscriber base.
Continued work on features list e.g. property insights and analytics.

For the Main Website:

Achieved significant improvements in a short time frame.
Notable improvements: 1.5% increase in conversion rates, 10% reduction in bounce rates, 2.5% improvement in click-through rates, and faster page load times.
Demonstrated commitment to enhancing user experience and driving positive business outcomes.
Expanded design system and addressing back-end challenges giving room for more enhancements.
Streamlined workflows and began the process of migrating to Contentful.
Conducted data-driven A/B testing on navigation update.

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