BROWSERSTACK
User Onboarding
2023 - 2 Weeks
Industry: SaaS
Tools: Figma | Elementor (Wordpress)
My Role: Web Design | Visual Design | UI/UX | Development
RESEARCH
Early Insights
To understand the problems faced by new users, I teamed up with our product manager and started looking at support tickets, attended onboarding sessions and started digging into analytics. We found four main problems.
Unclear Product choices
There were no products choice screens. Users found it difficult to understand which product is best suited for their use case.
Email Issues
After the user signs up, there was no clear communication for the users to check his inbox for the invitation link.
Visual Inconsistency
Onboarding screens consisted of many visual inconsistencies that either affected the entire company or an individual user.
No clear progess
There was no progress bar or indicator to know how many steps are involved in sign-up. This also limited our ability to run A/B tests.
SOLUTION
Incremental Wins
Rather than tackle all these problems at once, we grouped them into phases. Each phase could be built independently and deliver value to our users. We focused on improving the design/interaction with the sign-up screens to reduce drop-offs, as well as ensuring critical data collection(persona) can be continued.
Making cuts
I started by creating user flows and wireframing our current process. I worked with PMs and engineers to determine what steps were essential and where we can improve.
Paving the way for customization
Instead of the product choice screens which directly asked the user to pick a product, We designed a simple questionnaire that will guide users to find the most suitable product for their use cases.
ANIMATION
The illustrations where made resonsive
I created and animated various illustrations based on different users selections to guide them through the process and giving them context of his previous selection.
All screens where designed making sure that it's responsive across all the device resolutions.
IMPACT
+18%
User sign up increased
+8%
App Live Products activation increased
+20%
Email click through rates increased
The overall activation rates of the users increased.
Interactions with the screens were higher for the new design. This indicated that the users are more comfortable with the questionnaire-based product choice screens. We also have a better idea of our population in terms of interest in websites vs Apps now.
Product discovery increased, we noticed that people now started discovering our App testing products and was able to discover products for their use case.
