Usersnap Onboarding Experience

Auditing and redesigning a new onboarding experience

Usersnap is a user feedback platform that helps product teams collect feedback, discover insights and take action.

One of the main goals in the platform is to create a survey form and start collecting customer feedback, but for new users, this simple goal took approximately 17 steps and prevented users from reaching the goals of creating a project and setting it live.


In addition, when users signed up to try Usersnap, we did not ask or track what their intended goal was to use it so there is no potential to nurture or nudge user into intended goal.

Client

Usersnap

Skills and Responsibilities

User Research, Usability Test, UX Design

Skills and Responsibilities

User Research, Usability Test, UX Design

Skills and Responsibilities

User Research, Usability Test, UX Design

Tools

Miro, Figma, Jira, Atlassian

Tools

Miro, Figma, Jira, Atlassian

Tools

Miro, Figma, Jira, Atlassian

Goals

Goals

Goals

Profile Our Customers

Collect information about people who sign up (their role, goals in the product, audience)

  • By doing this, we can better qualify who is in our ideal customer profile (ICP).

  • We can also use this information to personalize and delight users in their journey.

  1. Provide a more focused and personalized experience for users to accomplish their goal faster. We also aimed to gain a better understanding of our customer segments and how to better serve them.

  2. Provide a simpler process to reduce time to value.

  3. Find ways to create delightful experiences.

Reduce Onboarding Steps

Collect information about people who sign up (their role, goals in the product, audience)

  • By doing this, we can reduce time to value and highlight value points in the

  • We can also use this information to personalize and delight users in their journey.

  1. Provide a more focused and personalized experience for users to accomplish their goal faster. We also aimed to gain a better understanding of our customer segments and how to better serve them.

  2. Provide a simpler process to reduce time to value.

  3. Find ways to create delightful experiences.

Delight New Usersnap Users

Find opportunity in the onboarding flow to delight customers.

  • Onboarding into a new tool may stir up anxious or confusion for users- while designing clarity, simplicity and delight were important to get users to activate in the product.

  1. Provide a more focused and personalized experience for users to accomplish their goal faster. We also aimed to gain a better understanding of our customer segments and how to better serve them.

  2. Provide a simpler process to reduce time to value.

  3. Find ways to create delightful experiences.

Process

Process

Process

To address these challenges, I did the following:

  • Mapped the current onboarding experience for users: From the sign up on the website, to successfully publishing their first survey.

  • Redesigned the profiling survey: Collaborated with the product team to determine which questions we should ask to qualify those who fit our ideal customer profile and what they are looking to do, in order to nurture them to accomplish those goals.

  • Created a Fast Track Onboarding pathway: For users to quickly see the value in the tool and be able to set up their first project in under 6 steps.

To address these challenges, we implemented:

  • Enhanced Navigation: Update menu to find "Bargain Corner" and include dynamic cart so that customers can checkout or view cart at any time.

  • Responsive Layout: Optimized for mobile and desktop users to navigate through funnel with ease and fine products.

  • Defined Process: Key information repeated at product, cart, checkout, confirmation pages as well as email notification when order is complete to provide customers with details they need.


User Journey Map

User Journey Map

User Journey Map

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.

Redesign Profiling Survey

Redesign Profiling Survey

Redesign Profiling Survey

I collaborated with the team to decide which questions are essential to ask at signup in order for us to better personalize the experience but also for us to qualify who fits our ideal customer profiles. Then, it was time to design the survey that our users take.

We decided to incorporate an outer space design theme to give a fun and entertaining impression while new users answer questions about themselves and their goals. Once they reach step 3, they can 'Explore Usersnap on their own' or 'Blast off with Fast Track Onboarding.'


After the profiling survey went live, we tested with beta users to see whether a fast track option would be something they click on. Those users validated our assumption that people want a fast experience for their onboarding.

Designing Fast Track Onboarding Path

Designing Fast Track Onboarding Path

Designing Fast Track Onboarding Path

I designed a fast-track onboarding path that allows users to complete setting up a project in 6 clicks instead of 17, drastically reducing time to value.


Since users are new to the platform and we want to educate them on what else the platform can do, I incorporated nudges to help users complete their setup process and find feedback.

Steps 1-3 are 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.

Outcomes

Outcomes

Outcomes

  • 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.

    Since implementing Fast Track Onboarding:

Users have been significantly more engaged — with project creation rates more than doubling (65.19% vs. 26.64%)

Live project setups nearly tripling (21.38% vs. 12.94%) compared to users not on the Fast Track path

Get in Touch

Let's Connect

Feel free to contact me if having any questions. I'm available to chat via LinkedIn or Email.

Meaghan Smith

Get in Touch

Let's Connect

Feel free to contact me if having any questions. I'm available to chat via LinkedIn or Email.

Meaghan Smith

Get in Touch

Let's Connect

Feel free to contact me if having any questions. I'm available to chat via LinkedIn or Email.

Meaghan Smith

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