<aside> 📌 Powerplay is a one-of-a-kind tool. That means neither a designer had dealt with the user-base we were addressing, nor the users had used any product as sophisticated. We aimed to deliver usability to every tier of our complex user-base. Hence, onboarding played really important role.

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The challenge

We realized ****that there were a few pain points and barriers in the signup and onboarding experience for new customers. At certain points, we were asking for too much input, and at others, we weren’t providing enough guidance. There were also a few details which weren't contextual for stakeholders with very limited tech literacy in the construction industry. Also, the product dealt with very different stake holders with different information relevance ,for example, project manager was more concerned with the tasks and timelines while sales team dealt with commercial module. Setting right context for such varied use cases was a challenge.

The Project Goal

• To increase the percentage of users who are satisfied with first use and to reduce support cases related to new users. The project team set to redesign and standardize the onboarding experience.
• To completely eliminate the need of human assistance (at early stages the product was explained by one of the team members to the organization) during the onboarding and give basic direction eliminating initial friction.
• Modifying input data so that all the information asked is handy to them (It was observed in current process few data points weren't readily available with them which increased friction).
• Streamline the actions available, inculcating the "wow" factor of product and value realization of the product early on.

My role

My role included a contribution to all aspects of the project, research with stakeholders, collecting and analysing usage data, creating a customer journey map and prototyping proposed solutions.

The Design Process

Understanding the User

User Interviews:

My user research journey start with observing user use already existing process. During these calls users shared their screen and followed the signup process. They were guided where they were stuck, confused or took more time to infer and all these observations were noted down. I interviewed users spanning across all roles CEO, sales team, project manager, project engineers, etc. I noticed what they were concerned with most on the product, the questions they asked and the information that was most important to them.

After I was satisfied with all the insights I got I moved to the next step.

Flow Documentation and User Journey:

I started with documenting the current flow of onboarding and used various cards and stickers to denote where users got stuck. The areas that had most friction were hence identified. I even categorized users according to their roles and found a lot of similarities in their experience of of product. User journeys representing each of these categories were prepared to aid the design process.

Ideation:

The ideation process began with categorizing the information most relevant to a user segment and customizing the onboarding process according to it. We got into shoes of the user and asked ourselves questions like: If I was X (A role in the ecosystem) what would I do first on the product? Which features would I use the most?