Goals

Improve customer onboarding:Provide a professional and polished user interface to get new customers into the product quicker. Setting our company apart from competitors.

Create a walk through wizard that can be referred to anytime:By creating a wizard that can be referred to at any time we provide customers with a consistent experience that helps retention.

Research

We have a membership to the Interaction Design Foundation learning courses. We attended a master class titled “How To Attract Users Through Great Onboarding Experiences” by Wes Bush. He stressed the importance of grabbing users' attention fast to keep them hooked, suggesting we hold off on asking for payment until after they've had a chance to try things for free. Additionally, Bush shared a case where revenue increased by 20% following the removal of email confirmation during account creation, emphasizing the value of getting a user into your product quickly before losing their attention. He also explained how a 14-day trial period is the optimal balance. We tested this process with customers and found a positive response. The 14-day trail allowed our customers with larger databases to import their database and have time to use and experience the software.

Flow Chart

Translating what we learned from Wes and working with our implementation and sales teams we created a blueprint of the customer work flow for onboarding. Constructing a flow chart outlining the 14-day trial process.

Prototyping / User Testing

Through Figma wireframes and prototypes, we facilitated user testing with colleagues at Fishbowl and using our customers from the Fishbowl Labs program. While the overall reaction was positive, identified areas for improvement included enhancing the visibility of the popup checklist and providing CSV templates to decrease errors during data imports.

Iteration

There was a lot of iteration and pivoting throughout this project. Continuous refinement guided our process, evolving the onboarding steps and import processes toward a clearer understanding of going live. Iteration is essential to the design process, it's about staying flexible and striving to improve until we create the best possible experience.

Conclusion

We've learned a lot about the importance of smooth onboarding experiences. This journey taught us a lot. We took away valuable lessons in iterative design and the constant quest for better user experiences. Moving forward, the team is excited to apply these insights to future projects, always striving to create more intuitive digital experiences.