User-Centered Onboarding - trender.ai
TL;dr I designed a new onboarding flow which decreased drop-off by 70% and brought the app out of Beta.
Context
Beginning late 2021 our team scoped a large project encompassing the trial-to-buy experience. I will be focusing on Onboarding!
Background
This release allowed us to come out of Beta; accepting in-app payments and providing users with subscription management tools.
Business Goal
I worked closely with stakeholders and my PM on the entire customer experience from first landing on the website, to signing up, going through a trial, converting or leaving, (and an off-boarding experience that made users laugh).
As part of this design I helped plan the CX of marketing emails and messaging, including frequency and content.
I took time to deeply understand user needs, advocating early to stakeholders for training materials and progress bar to be integrated into the app. Early buy-in smoothed my process, woohoo!
My Role
✅ Result : Comprehensive training style Onboarding
Onboarding that trains users, retains users!
The final design was the result of 4 months of user research, ideation workshops, and a strong use of competitive analysis.
For example, I used inspiration from award winning SaaS companies like Mail Chimp to bring trender up to industry best practices!
Features that truly encouraged users:
Checklist
Progress bar
Video Tutorials
Written steps to complete setup
Where we came from..
Before I came on as a Product Designer, onboarding consisted of a short tip tutorial, leading the user around the app.
Why this was bad UX:
Too vague
No learnability assistance
Value statements are missing
Doesn’t help users complete their profile.
Project Overview
My role: End-end Product Designer
My Team: 1 FE Engineer, 2 BE Engineers
Duration: March 2022 - June 2022
Deliverables: Competitive analysis, usability testing, stakeholder interviews, prototypes, hifi mockups
Onboarding was part of a larger scoped project to develop
the Trial to Buy experience in the app.
Case Study in progress :)
👋 I’ll be back soon