Hightouch
Post-Workspace Onboarding 3.0
Previously, our onboarding experience posed challenges for users, often requiring assistance from representatives to navigate. This hurdle discouraged new users from fully utilizing the free version of our platform
Designer
Impact of work
Post-Workspace Onboarding 3.0 led to a quicker creation process for the first sync, significantly improving success rates and user satisfaction.
SHIPPED
Problem
The initial onboarding experience for our platform users was challenging, leading to heavy reliance on support representatives. This dependence caused bottlenecks in onboarding and a significant number of new users abandoning the free version due to frustration and confusion.
Contextual Information
Users lacked access to contextual information within the platform interface, leading to confusion about various features and processes. Without adequate guidance, users struggled to understand the purpose and functionality of different elements, hindering their ability to fully utilize the platform.
Complex Navigation
The navigation structure of the platform was convoluted, making it difficult for users to find essential features and functionalities on their own. This complexity often necessitated guidance from support staff, resulting in increased support ticket volumes and slower user onboarding.
To address these challenges and enhance the onboarding experience, we need to focus on making the process smoother while providing users with more context, especially in facilitating sync creation without disrupting their workflow.
Opportunity
Revisiting the onboarding process provided an opportunity to refine the user flow, expand UI elements, and integrate contextual resources seamlessly into the product experience, enhancing user engagement and retention.
Support
To address this, we focused on refining the user flow and enhancing the UI. One highlight was the implementation of NBA (Next Best Action) as a guiding resource, aiding users through the onboarding process.
Nav Bar Simplification
Optimized the navigation bar by incorporating clear visual cues and grouping functions logically, improving user navigation efficiency and overall usability.
Exploration
Empty states
Introduced a set of icons to represent different areas of the workspace, improving visual clarity and aiding user comprehension.
Next best action
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Simplified the user experience by removing complex illustrations that added unnecessary noise, enhancing the efficiency of decision-making processes.
Setting up
Removed distracting videos from the setup process, replacing them with human-centric options such as live chat and scheduling calls to maintain user engagement and focus within the platform ecosystem.
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Primary navigation
Redesigned the primary navigation to align with brand values of movement and scalability, utilizing visual dividers to group functions logically and indicate progression.
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Post-Workspace Onboarding 3.0
Upon completing the setup process and connecting sources and destinations, users are guided through their first sync with enhanced empty states and NBA prompts, keeping them focused and informed.
- The introduction of Post-Workspace Onboarding 3.0 signifies a substantial improvement in user experience, addressing previous pain points and enhancing user empowerment.
- Through streamlining the onboarding process and refining key elements such as empty states, Next Best Action guidance, and primary navigation, we’ve fostered a more intuitive and engaging user journey.
- Removal of distractions like videos and integration of direct human interaction options have significantly improved user focus and accessibility to support resources.
- The redesigned navigation bar not only enhances usability but also aligns with our brand principles of movement and scalability, reinforcing our commitment to providing a seamless and cohesive user experience.