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ANDRES ROYO
UX UI Product Design
Popwork
The Objective
The goal was to redesign the onboarding because there was a high amount of managers who when onboarding their team would just exit in the middle of the procedure so I wanted to retain as many users and make them feel comfortable in the process and guide them with as much information possible.
Investigation
Using June to go through the different events and analytics from the different screens in the onboarding process I realized that there was one particular screen were most of the users would feel scared or unsure and would exit the whole process. This screen was when we would ask for the email of their team so we could onboard them but they were scared that by adding information that was a bit more private or sensitive we would send something immediately, which was not the case.
Sample of 440 users
I tracked as many users that exited the onboarding and with specific data on different screens throughout the onboarding, I managed to target the most affected area of the user flow.
Mapping the possible solutions
There was a clear problem identified and it was that users were not feeling safe or guided throughout the onboarding it was crucial to tackle this as soon as possible since it's the first step in order to accessing our product.
There were 2 clear solutions I wanted to implement:
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A redesign of the onboarding adding a stepper so it's clear what is going to happen at each step of the way, having a clean design, and also making sure they could schedule an onboarding call if they still felt unsure throughout the onboarding process.
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I also designed a demo environment that would be available at a certain point of the onboarding so the users can have a sense of how the product will look like. This environment will be filled with dummy data so they can manage and see how it would look in the future for their team. Additionally, this demo environment will be available after onboarding as well.
First wireframes of the onboarding redesign and demo environment
Final design including the onboarding redesign and demo environment
Conclusion
The redesign of the onboarding guided users to understand that when you add your team members' email nothing will be sent without your consent. Now users can also ask for help throughout the onboarding with an onboarding call at any time.
Additionally, having a demo environment gave flexibility to users in understanding more in-depth how to use our product and how it will be seen when it's populated with their own teams' data.
