MyTech • Self-Serve License Onboarding
MY CONTRIBUTION
User research
Secondary research
A/B testing
UX/UI design
User mapping
UX writing
Q2 2024
UX Manager
Tech Lead
Developers
Product Managers
YEAR
TEAM
No helpful information
Current form has no tool tips or helpful information to assist with completing the form. Leaving users frustrated.
Lack of guidance
Lack of progress steps, makes it difficult to know where and how far you are into the process,
Too much manual input
There's too many fields for the associate to complete and no groupings of the sections. My goal was to lessen the cognitive load.
THE PROBLEM
Onboarding form fails to provide users with relevant information to complete
SOLUTION
Automated data entry, a guided process and transparency and updates
Automated data entry: APIs will pre-fill many fields, reducing manual input.
Guided process: Clear instructions, tooltips, and help information will assist users throughout the onboarding process.
Transparency and updates: Product owners will receive notifications about the status of their onboarding requests.
GOAL
Redesign the product onboarding process to make it more efficient and user-friendly.
USER INTERVIEWS
Users have no insights to the onboarding process…
I conducted user interviews with eight product owners had recent experience with either the current onboarding form or the previous process.
Key takeaways
Product owners seek support throughout the entire process.
No knowledge of the how the onboarding process works.
No tooltips or helpful information in completing the form.
Security was a concern for most users’. - When I dug deeper, it gave me the information needed to hunt down the API’s needed for this project
With the user research conduct, I crafted a journey map of our users' experience.
Watch me in action
PROTOTYPE
TESTING & IMPROVEMENTS
Iterations
Based on various feedback from the 8 interviewees, other UX designers on my team, product and tech. I landed on two designs but these needed to be tested
Design validation with A/B testing
Encompassing the solution
FINAL DESIGNS & IMPROVMENTS
Original design
To maintain consistency across our products, I tested two UI components and two interaction patterns with eight users. Step-by-step and infinite scroll.
The majority (6/8) preferred the infinite scroll (option B). They found it easier to see all required fields at once, which helped them gather the necessary information efficiently.
EARLY WIREFRAMES
Eliminate manual entry & increase automation
The primary concern raised by both stakeholders and users were the high amount of manual steps involved in the process, particularly manual data entry.
Create time saving design solution
The onboarding process will be simplified with clear instructions, tooltips, and helpful resources. Automation and guided steps will reduce the time needed to complete the form.
Version A
Version B
New design
Automated data entry
APIs will pre-fill many fields, reducing manual input.
Guided process
Clear instructions, tooltips, and help information will assist users throughout the onboarding process.
Transparency & updates
Product owners will receive notifications about the status of their onboarding requests.
Ask about the API permissions…
WHAT'S NEXT AND WHAT I'VE LEARNED
This product is currently in development. I am conducting visual quality assurance with our development team in the meantime.
What I've learned:
• Ask more questions about API constraints - We ran into some needed approvals to use a few API's. I'd ask myself next time: are there any approvals needed before accessing this? If so, how long and what could be the workaround if this becomes a blocker?