For 25 years, Axon has been an innovator in public safety devices and technology. With a mission to “protect life,” Axon is committed to developing and manufacturing technologies that help public safety agencies and officers keep their communities safe. The company was first-to-market with TASER conducted energy weapons (CEWs) and is a leading manufacturer of police body-worn cameras. The company took the leap from hardware to software by leveraging cloud technology with the release of Axon Evidence, a data management system for securely storing and sharing digital evidence.
Axon’s customers are responsible for the safety and wellbeing of their constituents. In addition to creating an overall better user experience, Axon’s wanted to simplify the login process for Evidence.com, test new feature releases and updates to see if they were meeting its users’ needs and resolve customer issues faster.
Axon Evidence (Evidence.com) was experiencing a surge in calls to customer support due to failed password reset requests. Axon assumed officers weren’t receiving their password reset emails because of firewalls and spam filters. By tracking where drop-off occurred in Mixpanel, Axon realized its CAPTCHA was actually to blame. By making the CAPTCHA easier to decipher, Axon was able to reduce the number of officers clicking “forgot password” by 18,000 clicks per week—a huge time savings, both for the police looking to log in and Axon’s customer support team.
Upon a feature release that introduces a major change in user experience, the product managers give customers with a link to access the old version of Axon Evidence (Evidence.com). By monitoring which agencies click back to the old interface, the team is able to learn where the new version has usability issues or does not meet customer requirements. This adoption tracking led to the creation of an Early Access program with key agencies and power users. Leveraging Mixpanel, the Early Access program identifies customer requirements or quality issues before releases to ensure they will be well received.
Using Mixpanel, Axon’s product managers and engineering team handle bug reports and feature requests faster than ever. When customers call in, the team is able to pull up their specific functionality to help understand where the issue is occurring. Before prioritizing a new feature, the team can estimate its potential value based on existing features.
Mike Cozart, Director of Product Management at Axon
Mixpanel took us from being a company with an anecdotal understanding of customer usage to being a fully data-driven team. Thanks to user analytics, we’re better at serving the law enforcement agents who rely on our software to manage evidence critical to solving crimes.
By implementing Mixpanel into their daily workflow, Axon’s product managers and engineering teams are more efficient, easily test releases and updates, respond to issues faster than ever, and can roll out products they know their userbase will love.