How do we streamline the onboarding for this burgeoning enterprise?

UX DESIGN

PROJECT DETAILS

Team size | 3 members

Project type | Redesign

My Role | Lead Designer

THE TEAM

Jeffrey Bean | Lead Designer

Caroline Light | Project Manager

Yasmin Sikavi | Lead Researcher

THE PRODUCT

THE PROJECT

THE PROBLEM

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THE GOAL

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01 DISCOVER

  • USER INTERVIEWS
  • COMPETITIVE & COMPARATIVE ANALYSIS

HOW WE DID RESEARCH

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INTERVIEW QUESTIONS

Business Discovery

  • How did you find out about Partner Fleet? 
  • What led you to choose/not choose Partner Fleet?
  • Would you recommend Partner Fleet to your friends/colleagues?

 

Definition of Success

  • What made your onboarding process successful? Why?
  • How did you know you were successfully on-boarded onto the platform? (Success messages, pop ups, general visibility)
  • What is your definition of onboarding in this context? What are the different aspects of Onboarding?

 

Crucial Info that is Necessary

  • How many times per week do you use a marketplace platform/Partnerfleet? If not Partner Fleet, what platform(s) do you use?
  • What information is most crucial to include in your company’s microsite? Why?

Timeframe to Completion?

  • How long does/did it take you to complete the company microsite? 
  • Was the timeframe of onboarding what you expected? If not, why?
  • What was the biggest impact on your timeframe for onboarding completion?

 

Describe Process

  • On a scale from 1-5 (5 being most difficult), how difficult was the onboarding process?
  • Please describe your experience with the onboarding process. What worked/didn’t work?
  • After the initial 3 set-up calls, were any additional calls? If so, how many and how long were the calls?
  • How could Partner Fleet better support you?

 

User frustrations/unclear guidance

  • Was the software clear to navigate?
  • Was there a feature or section of the onboarding process that was frustrating or unclear? Why?

 

Easy portions of onboarding

  • Was there a feature or section of the onboarding process that was enjoyable? Why? 

 

User learning preferences

  • When learning a new feature, how do you prefer to be introduced to it? 
  • What’s the most effective way for you to digest an onboarding tutorial? (ie. walkthrough, video, written guide)

 

Improvements/Suggestions

  • Do you have any onboarding processes (business-related or not) that you enjoy? Please provide examples and explain why.
  • What is one feature you’d love to see added or modified?

Interview Insights

02 DEFINE

  • Affinity map
  • Persona
  • Problem statement
  • HMW statements
  • User journey map

Finding Cracks in the Foundation

The user flow below reflects actual experiences with the current HD app

Inspiration from others

For the comparative analysis, we pulled ideas from some top apps in their industry. Conclusion: breaking work up into chunks helps users get more done and incentive or gamifying a task or hobby always gets points.

“I” Statements

These statements helped me become even more clear on our direction as I began sketching out solutions.

I like learning from tools that make a project easy and convenient.

I need help to stay on top of my project

I get my materials from places I am familiar with

I use what I have on hand to communicate about a project

User Persona

Narrow Scope, Widen Possibilities

As our target user becomes clearer, i am getting excited about design our solutions

Problem Statement

Site Map

New User Flow

Proposed user flow for the task of finding and adding a porject to the Project Tracker

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Sketching Towards a Solution

We went through several sketching sessions before building out the first prototype. I wanted to make sure we balanced the current site design and new proposed features.

Bring On The Orange

As a UX researcher and also a visual designer the wheels start turning in my head as soon as we start gathering data. The idea for a project tracker was becoming clearer in my sketches, but I wanted to test the idea with users before solidifying the features. On the left is a user adding a bathroom project to the Tracker.

Initial features of the mid fi mockup

Initial features of the mid fi mockup

Updates made to the high fi mockup

What we Learned

  • Have the DIY icon right on the bottom nav
  • Add a full pop up menu to access full site easily
  • Keep the bright colors and vivid photos
  • Large spacious buttons for easy pressing while mid project

Next Steps

  • Build out the community section for more social media style engagement
  • Allow users to share and comment on progress of specific projects
  • Show videos based on users interests