Shane Westra completely reorganized SimpleNexus’ product and engineering divisions into new, customer persona-based teams.
This reorganization allowed each development unit to become intimately more familiar with the pain points of the end users it develops for: loan originators, technology administrators, borrowers, back-office teams and referral partners. Another initiative Westra introduced was the firm’s 90/90 roadmap, which communicates to customers, prospects and internal teams all the product releases the company expects to release in the upcoming 90 days with 90% confidence. With this roadmap, Westra built a rigorous business-case process that prioritizes product enhancements that will bring the most benefit to customers. In the last 12 months alone, Westra has led SimpleNexus to achieve the following: 150% increase in the average number of product releases per month; 59.6% increase in product manager productivity; 22.4% increase in Net Promoter Score; and a 99.7% customer retention rate.