Problem
The platform is complicated, users land on a stacked board with items and terminology that doesn't necessary suits their needs, which resulted in a significant amount of frustration.
01
Cognitive overload that included popups and other distractions.
02
Users can’t tell if they have built their workspace properly.
03
While understanding the user pain points (20 interviews total) it was important for me to also understand at what point they abandoned the platform and how they usually consume their learnings in new platforms as first-time users.
I also found out that according to this research, the Onboarding experience to SaaS platforms is no different than any other first impression between people.
Process
I have discovered that in 2 of our major competitors, the onboarding experience was also bad.
too many popups, intrusive messages, disorientation, cognitive overload, no sense of control.
So after collecting enough insights, I tried to to define and craft the best experience.
I tested with users several onboarding experiences from other competitors to see how they would react.
While cleaning any redundant steps for the users, I played with different ways to add gamification to the experience.
After testing many options, the winner was a dedicated component made for learning.
Simple gifs to help the user understand the step, friendly and improved copy, and making sure the success and celebration are engageful after completion.
The result is a new tailored onboarding experience that increased the activation rates by +5.3%.