Onboarding
Make onboarding easy and quicker than 9 months
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 and quicker onboarding. Figma File: https://www.figma.com/design/RLsIMV8RvZbrDwbrPpfVS9/Drive-Onboarding?node-id=1-14517&t=sajv86oqSpoEjG39-1
Client
Fishbowl Inventory
Services
Research Visual Design UX Design Customer Testing Cross Team Collaboration
Industries
Information Technology
Date
June 2024
Drives onboarding process is reliant on implementation and sales calls. It can take up to 9 months for the customer to be fully integrated in the system. This faced scalability issues and preference for the user to have self-service options. My team aimed to reimagine this experience, and empower the users to onboard themselves efficiently. This case study details our iterative journey, from ideation to refinement. The results are a more user-friendly onboarding interface for the Drive customer and a 5 week process to get them integrated.
By having an easy to find check list the users reported that it made the process very easy, some said it was almost as rewarding as playing a game with the achievements check off. Working with the implementation team we learned what steps were needed and how to help the customer through them. The biggest hurdle was getting data into the system, my team put together an excel file that made it easy for the devs to be able to import