Onboarding

My Role

Facilitated Design Sprint

I facilitated a 5 day long design sprint. The Designers, Product Manager, Developers, Internal Experts and Users combine forces in a room for five days. First we make sure we are all understanding the problem correctly. Using research, various thought evoking tools, communication and understanding we have a prototyped concept at the end of day 4. Now we can better communicate with VPs to see if the concept will solve the business need.

Designed

I conceptualized the solution and built the prototype in order to tell the story. I also ran the concept through some initial user testing.

Presented the concept to get Executive buy in

This was a very large concept that has been talked about for years. The solution will impact and affect all 6 products in the product suite. It was import that we vetted this concept with as many colleagues as possible. I presented this concept 8 times throughout the company to make sure everybody was informed. 

The Approach

Five days of cross team collaboration.

Set a goal 🏆

The team sets a goal in order to assure our solution stays on track. We hold a meeting with all stakeholders and product VPs to ensure we are all on the same page with the goal. Our goal was "Help users onboard themselves by building a foundation that allows them to start using the product faster"

Map it out 🗺

Current Map
The current journey map is massive. Mapping out the user journey allows us to quickly see where the user problems arise. I have detailed below more about the current map.

New Map. The ideal experience.
This is a brand new concept so there is no current experience to map out. The team starts by mapping out the ideal user experience. We take the map and run it past internal experts and users to see if we are close to hitting the mark.

Expert Sessions 🗣

We have already done some upfront User Research which has given us a good place to start. We bring in internal experts and/or current users to answer some questions that are still outstanding. We run them through the new journey map to validate if we are heading in the right direction.

How Might We 🤔

These are questions that we have about solving problems. Instead of stating the problem, turning the problem into a question can help facilitate ideation.We document these on the map so we make sure we solve them along the way.

Lightning Demos ⚡️

The team researched other dashboard products and illustrate what they like or dislike about them. Each member of the team presents the product they picked. We capture these ideas to help generate individual ideas for the sketching rounds.

Sketching ✍🏼

3 Rounds of sketching. Each person presents their concept sketches and the team then votes on the features they like the best. The most voted on features help us shape our storyboard.

Storyboard 📖

We create and evaluate the storyboard to make sure the team is comfortable with the story we are telling and the way we plan to solve the issues.

The last day calls for primarily only designers. We have PMs on standby to supply us with data and answer questions that might come up. We review the storyboard, make sure everything checks out and then we begin prototyping. Designers get assigned screens so we can build the prototype in tandem.

User Testing 👨🏻‍💻

After the prototype was completed we hopped on the phone with a few users that had recently gone through the on-boarding process. 

Users were not able to poke any major holes in the concept, which was great. What was even better is they were very quickly able to provide us with more insights and ideas to incorporate. We heard about a few issues that had not came up in previous research. 

The Current Onboarding Journey Map

• The process goes through 10 different internal resources
  
• The user receives 14 emails and requires 4 phone calls
• The user has to wait 2 weeks to get started because the process relies on internal resource availability. Human intervention is required.