Problem
DragonPass had FullStory, but the product team's confidence with it was low — a pre-workshop survey showed nobody rated themselves confident, and the dominant pattern was aimless session-scrubbing: watching individual replays hoping to spot problems, rather than interrogating aggregate behaviour with a question in hand. The tool was paid for; the capability wasn't there.
Objective
Build the team's analytical capability through a structured training series — moving them from passive session-watching to hypothesis-driven analysis, and ultimately to self-serve dashboards tied to real squad questions.
What I did
- Session 1 — Platform foundations. A hands-on overview built around discovery rather than demo: paired exercises, a real-user “wow moment” replay, and a reference cheat sheet.
- Session 2 — Hypothesis-driven analysis. Core theme: FullStory rewards focus and punishes ambiguity. Taught a Question → Hypothesis → Metric → Method framework alongside funnel-first thinking, frustration signals, and segmentation — grounded in real product examples, from lounge booking flows to migration journeys.
- Session 3 — Dashboard workshop. Designed from survey data: 7 of 8 respondents wanted dashboards, everyone wanted hands-on. Structured as 30% demo, 70% doing, building from a single metric widget to a full dashboard with funnel drill-through — closing with a “before you open FullStory” discipline checklist and homework: every attendee ships one dashboard tied to a real squad question.
- Listened beyond the training ask. Survey analysis surfaced governance concerns that weren't training gaps — routed those separately, and that thread directly fed the analytics taxonomy work.
Outcome
A product team that starts with a question rather than a session replay.
Every attendee left the dashboard workshop with a real, working dashboard for their squad — and the discipline to keep them honest.