Usersnap Onboarding Experience
Auditing and redesigning a new onboarding experience
I mapped out a journey for a product manager who needs to get feedback from their customers and is trying out Usersnap for the first time. I identified areas in the journey that are detractors in the UX. I also mapped areas of opportunity and how we might remediate those issues in the UX.
Mapping out the current onboarding journey uncovered what our priorities will be and where steps could be condensed to create a simpler and faster onboarding experience.
This was something our team was very collaborative on- through meetings, we decided what data points we need from our customers - mainly their role, intent to sign up for Usersnap (research, discovery, communicate, iterate on product, or improve delivery of product through bug reports etc.), and who they wanted to reach. Before this, we internally had little insight into who was signing up and whether they fit the ICP.
We came up with the questions we’d ask and also voted to incorporate a space theme into the survey - something we could play with throughout the product experience.
I designed the graphics, the structure of this survey, and helped come up with the copy of this survey.
Once it went live- it was also a perfect opportunity to validate that a faster onboarding flow would be of interest to our customers. We did a fake door test with a button to validate our assumption that a quick onboarding path would be valuable to new users.
In the previous onboarding I found no nurturing flow, a lengthy project creation process, and unclear activation instructions.
My goal was to solve for those 3 main issues: I wanted to reduce the number of steps of creating a project from 17 steps to 6 steps, guide them to value (project creation, activation and viewing feedback) and present faster way to set these projects live.
Prior to designing, I outlined the steps which are absolutely necessary to the onboarding flow and which can be logically grouped together in a UI. I then made a low fidelity prototype with the steps and shared it with the developers, and my product manager to get their feedback. And after they reviewed my concept, I designed a high fidelity prototype in Figma that walks through the complete flow of creating a project with implementation hand off instructions.
I designed a fast-track onboarding path that allows users to complete setting up a project in 6 clicks instead of 17, reducing time to value.
Steps 1-3 - Within the profiling survey
Step 4 - Users select a template and style their project
Step 5 - After Creating the project, Fast Track walks through the steps of setting up their code snippet.
Step 6 - Once they install their snippet, Fast Track nudges them to view feedback.
This design project was a cross functional collaboration of teams and we worked together to deliver a brand new valuable flow to new users.
- The new sign up survey allows us to better understand the customers we serve while also laying a foundation for us to further personalize their experience in Usersnap and reach their goals faster.
-Once implemented, we tracked activation and project creation rates amongst newly signed up users that used fast track onboarding versus those that did not and in the first two months noticed a doubling of project creation and activation rates.