Heap for PMS Is Critical for Data-Driven Product Prioritization
September 26, 2021

Heap for PMS Is Critical for Data-Driven Product Prioritization

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Heap

From the product management perspective, Heap allows us to get in-depth user insights. From page views to action clicks, we can track and understand, at a high and detailed level, how our users are using our platform, where they are running into pain points, what features are delivering the most value, etc. This data is incredibly valuable and has directly impacted the prioritization and road mapping of projects at our organization. By helping us see the reach of certain features and how many teachers, counselors, educators, etc. are using certain features, we can better understand where and when to put our efforts [into] the platform to deliver improvements and to level up certain workflows for our users.
  • Tracks page views broken down by user type
  • Allows us to generate reports about usage and user interactions with selective filters
  • Increased reporting capabilities
  • Tracking of usage across a workflow to understand where in the workflow users drop off, etc.
  • Increased engagement with the product is one of the biggest ROIs--without being able to track engagement with Heap, we wouldn't know where to start with improving engagement.
  • Improved NPS scores [are] also a likely ROI--while it's hard to directly tie this back to Heap since there are many other factors, Heap has definitely helped us make product improvements that impacted NPS.
  • Improved user experience.
  • More strategic and metric-driven goal setting.
We are able to use FullStory for a more comprehensive view of user interactions and see trends in end-to-end user workflows, although we don't have an enterprise license to their software, we just enable it on a user-by-user basis. It is easier in FullStory to see where the pain points are and where users get stuck using their session recordings. Our product support team, in particular, relies on FullStory to help troubleshoot bugs and issues for users. Google Analytics is not a tool that I use as much as Heap. There are broad metrics we use Google Analytics for, but I rely much more on Heap for creating usage reports and understanding specific user interactions.

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Did implementation of Heap go as expected?

I wasn't involved with the implementation phase

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For my team and in my role as an associate product manager, Heap is well suited for a few things: Tracking key performance indicators such as [the] number of times a certain feature is used and other engagement metrics that help us to check in on the performance and health of our product from a usage perspective. It is well suited to help us make product decisions about improvements that we are making to specific feature areas within the platform. By comparing the usage and reach of various features using Heap data, we can prioritize improvements against each other and understand where we can have the biggest impact [on] our users