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Customer Onboarding
This case demonstrates the journey of improving the onboarding process ensuring users fully utilize the new features
Challenge
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Retailers, manufacturers and suppliers had varying needs, and some encountered overly technical workflows
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Onboarding materials, such as spreadsheets and FAQs, became quickly outdated with frequent system updates, leaving users confused
Implementation steps
1. MindMap
Crafted a mind map to explore the various touchpoints and dependencies between these stakeholders
2. User Flows
Led an analysis of the most frequent user flows to understand the specific needs of different stakeholders
3. User Journey Example
Create a flow chart of all the persona journeys
4. Use the Right Onboarding UI
Developed guidelines for using UI elements (e.g., banners, posts, newsletters, surveys, interactive tours) to consistently onboard users during system updates
5. UI ´Banner´ Method
Highlights a single feature to the contextual page in a high fidelity
6. UI ´Post (Dialog)´Method
Summarizes multiple updates in one view in lo-fi
7. UI´Email Newsletter´ Method
Automated newsletters and email subscriptions were implemented using pre-designed templates and scheduled timelines to deliver role-specific updates. Lo-Fi
8. UI ´Survey´ Method
Collects in-app feedback on feature updates usability for quantitative data user input. Hi-Fi
9. UI ´Interactive Tour´ Method
Designed and implemented interactive onboarding tours tailored to specific customer segments to guide them step-by-step through relevant workflows
1. MindMap
Crafted a mind map to explore the various touchpoints and dependencies between these stakeholders
2. User Flows
Led an analysis of the most frequent user flows to understand the specific needs of different stakeholders
3. User Journey Example
Create a flow chart of all the persona journeys
4. Use the Right Onboarding UI
Developed guidelines for using UI elements (e.g., banners, posts, newsletters, surveys, interactive tours) to consistently onboard users during system updates
5. UI ´Banner´ Method
Highlights a single feature to the contextual page in a high fidelity
6. UI ´Post (Dialog)´Method
Summarizes multiple updates in one view in lo-fi
7. UI´Email Newsletter´ Method
Automated newsletters and email subscriptions were implemented using pre-designed templates and scheduled timelines to deliver role-specific updates. Lo-Fi
8. UI ´Survey´ Method
Collects in-app feedback on feature updates usability for quantitative data user input. Hi-Fi
9. UI ´Interactive Tour´ Method
Designed and implemented interactive onboarding tours tailored to specific customer segments to guide them step-by-step through relevant workflows
1. MindMap
Crafted a mind map to explore the various touchpoints and dependencies between these stakeholders
2. User Flows
Led an analysis of the most frequent user flows to understand the specific needs of different stakeholders
3. User Journey Example
Create a flow chart of all the persona journeys
4. Use the Right Onboarding UI
Developed guidelines for using UI elements (e.g., banners, posts, newsletters, surveys, interactive tours) to consistently onboard users during system updates
5. UI ´Banner´ Method
Highlights a single feature to the contextual page in a high fidelity
6. UI ´Post (Dialog)´Method
Summarizes multiple updates in one view in lo-fi
7. UI´Email Newsletter´ Method
Automated newsletters and email subscriptions were implemented using pre-designed templates and scheduled timelines to deliver role-specific updates. Lo-Fi
8. UI ´Survey´ Method
Collects in-app feedback on feature updates usability for quantitative data user input. Hi-Fi
9. UI ´Interactive Tour´ Method
Designed and implemented interactive onboarding tours tailored to specific customer segments to guide them step-by-step through relevant workflows
1. MindMap
Crafted a mind map to explore the various touchpoints and dependencies between these stakeholders
2. User Flows
Led an analysis of the most frequent user flows to understand the specific needs of different stakeholders
3. User Journey Example
Create a flow chart of all the persona journeys
4. Use the Right Onboarding UI
Developed guidelines for using UI elements (e.g., banners, posts, newsletters, surveys, interactive tours) to consistently onboard users during system updates
5. UI ´Banner´ Method
Highlights a single feature to the contextual page in a high fidelity
6. UI ´Post (Dialog)´Method
Summarizes multiple updates in one view in lo-fi
7. UI´Email Newsletter´ Method
Automated newsletters and email subscriptions were implemented using pre-designed templates and scheduled timelines to deliver role-specific updates. Lo-Fi
8. UI ´Survey´ Method
Collects in-app feedback on feature updates usability for quantitative data user input. Hi-Fi
9. UI ´Interactive Tour´ Method
Designed and implemented interactive onboarding tours tailored to specific customer segments to guide them step-by-step through relevant workflows
1/9
Impact
User Adoption Rate
Expected 30% increase in successful first-time syndications by guiding users through the process
Time to Market
Decreased by 40%, reducing friction in selecting and pushing items to marketplaces
User Engagement & Retention
Increase in feature engagement, ensuring users fully utilize the tool
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