Periodic Reporting for period 2 - ZAPIENS (Collective intelligence to disrupt the knowledge management)
Período documentado: 2020-05-01 hasta 2021-08-31
Zapiens is a knowledge management system that allows answering any question inside an organization, no matter where the answer is: whether it is a person who has it or it is stored in a database. Nowadays, the information and knowledge of an organization are scattered in too many places: databases, tools, communication channels. Zapiens gathers all that information in only one place and makes it accessible to anyone in a company. This is done through a tool that combines mobile training and a chatbot that solves all the doubts of the companies' workers. Enabling the transfer of knowledge within companies on a totally transversal and equitable basis is a way of breaking down barriers to access to information and learning. This increases the competitive advantage of both companies and individuals, boosting the economic development.
To achieve this, Zapiens has two main objectives regarding the Horizon 2020 project:
● Automate their tool to facilitate its commercialization and implementation in companies: Convert their product into a self-service that any company can purchase through their website and implement with minimal effort.
● Improve the bot: Creating new conversation flows that guide the bot to find the answers more accurately, thus improving the user experience and enabling the multilanguage.
Thanks to this project, and the journey of the project, we have found two great opportunities, beneficial to the business and educational community:
the automatic education of the system and its use not only for internal use but also for support and sales sectors that have much higher growth expectations
To achieve this, Zapiens has two main objectives regarding the Horizon 2020 project:
● Automate their tool to facilitate its commercialization and implementation in companies: Convert their product into a self-service that any company can purchase through their website and implement with minimal effort.
● Improve the bot: Creating new conversation flows that guide the bot to find the answers more accurately, thus improving the user experience and enabling the multilanguage.
Thanks to this project, and the journey of the project, we have found two great opportunities, beneficial to the business and educational community:
the automatic education of the system and its use not only for internal use but also for support and sales sectors that have much higher growth expectations
Before the H2020 project, Zapiens had a tool focused mostly on mobile training for large corporations in the Spanish market. After months 13-28 of working in the project, Zapiens has managed to build the beta version of its scalable knowledge management system. To achieve this, we have chosen a number of customers with diverse characteristics and from different sectors of activity such as retail, telcom and industry. From the use cases of their customers, we have detected various needs to be covered that would help our customers to improve their product exponentially. Based on these, we formulated a series of hypotheses that served as a road map. All these hypotheses have been validated with the creation of the beta version and have had as main results the following:
● Online sales platform: from which the tool can be acquired directly.
● Automation of our tool: The product is now self-explanatory so that their new customers buying through the online sales platform can easily implement it
As a result of the analysis of the tool's user journey that we carried out, we detected different pain points, we solved in order to reduce friction when creating content:
- We focused on creating and adapting the Onboarding in the Admin Area for administrator roles, as well as for player users in the app.
o We added help points at different key points.
- We added several tips in Admin Area, in the previously analysed pain points, such as:
o Warnings before deleting workout content.
o The functionality to add questions directly from the 'Workouts' section, so as not to have to go back to create questions in the 'Questions' section.
o Also, in order to avoid forcing the user to leave the flow of creating content, we added segments and categories by default.
o We detected a lot of friction when it comes to date management for trainings, admin users need more freedom to customize trainings and now it is not as rigid as before.
o We also had to add messages on user account activation with Welcome email for new users and Account activation email for new admins. Finally, welcome email for new sages.
- We optimized the 'Statistics' section in dashboard, because, we detected that it generates quantifiable value for the companies; that they themselves, in a totally autonomous way, can manage their data, without needing help.
o We started measuring the metric ‘How much Zap is being asked to do’.
- We created all builling settings in a new section 'Payment Plan' in Admin Area settings:
o Option to purchase a 30-day plan, and 100 free users.
o Trial period messages in the Admin Area.
o Changes to 'Paid Plan' in the Admin Area after switching to 20 free users forever.
o Feature to increase or decrease the plan in Admin Area configuration.
• Web strategy and communication plan.
● Online sales platform: from which the tool can be acquired directly.
● Automation of our tool: The product is now self-explanatory so that their new customers buying through the online sales platform can easily implement it
As a result of the analysis of the tool's user journey that we carried out, we detected different pain points, we solved in order to reduce friction when creating content:
- We focused on creating and adapting the Onboarding in the Admin Area for administrator roles, as well as for player users in the app.
o We added help points at different key points.
- We added several tips in Admin Area, in the previously analysed pain points, such as:
o Warnings before deleting workout content.
o The functionality to add questions directly from the 'Workouts' section, so as not to have to go back to create questions in the 'Questions' section.
o Also, in order to avoid forcing the user to leave the flow of creating content, we added segments and categories by default.
o We detected a lot of friction when it comes to date management for trainings, admin users need more freedom to customize trainings and now it is not as rigid as before.
o We also had to add messages on user account activation with Welcome email for new users and Account activation email for new admins. Finally, welcome email for new sages.
- We optimized the 'Statistics' section in dashboard, because, we detected that it generates quantifiable value for the companies; that they themselves, in a totally autonomous way, can manage their data, without needing help.
o We started measuring the metric ‘How much Zap is being asked to do’.
- We created all builling settings in a new section 'Payment Plan' in Admin Area settings:
o Option to purchase a 30-day plan, and 100 free users.
o Trial period messages in the Admin Area.
o Changes to 'Paid Plan' in the Admin Area after switching to 20 free users forever.
o Feature to increase or decrease the plan in Admin Area configuration.
• Web strategy and communication plan.
Impact of Zapiens in Society, climate change, environment, and sex/gender issues:
• We are promoting a sustainable economy. In addition to enabling the company to train employees to acquire skills, we reduce inefficient hours per month per employee and business costs are significantly reduced. The company's knowledge is accessible to all members, which increases know-how. This makes the company more competent and resilient.
• The case of our company in particular, we try to reduce our environmental impact as much as possible. All our documents are digitized, so we are paperless. We have embraced remote work as a regular way of working. Travel to our headquarters is punctual.
• Internal policies promote gender equality and equal opportunities. ZAPIENS female engineers took part as speakers in different events to promote more women in STEM and tech (i.e. Women in Tech). Women are present at all levels in the company including the Board and Management Team.
The progress beyond the state of the art that Zapiens initially proposed was based on three characteristics:
● Compatibility with Active Question Answering
● An Intelligent Assistant that evolves, adapting to the internal knowledge of each organization
● A product based on self-service The beta version we built covers all these three items. Regarding the expected potential impact, Zapiens wants to position itself as the transactional company for knowledge at a global level.
To achieve this, we offer our product free of charge to non-profit organizations and educational centres This is something even more valuable in the circumstances of crisis we are going through, where these types of organizations have had to readjust their daily activity to the virtual world. Here Zapiens plays a decisive role since it facilitates the connection of people and the ability to share knowledge regardless of the geographical dispersion
• We are promoting a sustainable economy. In addition to enabling the company to train employees to acquire skills, we reduce inefficient hours per month per employee and business costs are significantly reduced. The company's knowledge is accessible to all members, which increases know-how. This makes the company more competent and resilient.
• The case of our company in particular, we try to reduce our environmental impact as much as possible. All our documents are digitized, so we are paperless. We have embraced remote work as a regular way of working. Travel to our headquarters is punctual.
• Internal policies promote gender equality and equal opportunities. ZAPIENS female engineers took part as speakers in different events to promote more women in STEM and tech (i.e. Women in Tech). Women are present at all levels in the company including the Board and Management Team.
The progress beyond the state of the art that Zapiens initially proposed was based on three characteristics:
● Compatibility with Active Question Answering
● An Intelligent Assistant that evolves, adapting to the internal knowledge of each organization
● A product based on self-service The beta version we built covers all these three items. Regarding the expected potential impact, Zapiens wants to position itself as the transactional company for knowledge at a global level.
To achieve this, we offer our product free of charge to non-profit organizations and educational centres This is something even more valuable in the circumstances of crisis we are going through, where these types of organizations have had to readjust their daily activity to the virtual world. Here Zapiens plays a decisive role since it facilitates the connection of people and the ability to share knowledge regardless of the geographical dispersion