INTRODUCTION
Innovaccer Inc. is a Silicon Valley-based tech company in B2B space providing solutions to healthcare (Nurses and Doctors etc.). In June 2021 I was tasked to re-build their existing User Onboarding and user education framework.
Team
1 Designer, 2 Technical Writers, 1 UX Writer
Timeline
2 months
My role
I was responsible for research analysis, conceptualisation, and deployment, along with my Design Manager Anant Garg
Something to know about our system
Imagine a pizza, that pizza base is Innovaccer platform and toppings are the Products and the plate is the web browser where our Platform lives
The Challenge
Reimagining User Onboarding and Education - Establishing a new and improved set of guidelines and frameworks for onboarding and educating users.
Little to start from
Limited Guidelines and Use cases
At the time, Innovaccer had limited guidelines for Onboarding users and was designed for very few use cases.
These guidelines were made keeping in mind Technical scriptwriters who are responsible for the deployment of onboarding walkthroughs.
These limited guidelines were not following the design system causing inconsistency in the whole platform
These fragmented onboarding methods create a poor user experience.
In June, my Design Manager and I set out to redesign the onboarding and engagement experience for our new and existing users.
How might we build a system that permits our designers to create the perfect user onboarding regardless of the product they are working on?
High level goals
My role
Me
I was responsible for research analysis, conceptualisation, and deployment, along with my Design Manager Anant Garg
June 2021 July 2021
Desired Outcome
With this project we wanted to achieve a consistent and harmonious exchange of designs within our internal stakeholders
How were these challenges translating into UX problems
The first step in creating a framework for my design team was to discover how the challenge affects our users and why our designers couldn't overcome it.
To understand current problems with onboarding, I interviewed our Subject Matter Experts, In-person trainers and analyzed user behavior through analytics.
Some of the problems faced by our Users
Why is our team unable to solve these problems?
To understand why our internal challenges translate into the user's life, we sat down with our Designers and Technical Writers.
The constant back and forth of designers and Technical Writers when it comes to designing and deploying user onboarding and engagement patterns
Walkme- A bane or bone
We use Walkme as our Digital Adoption Software for onboarding. Walkme didn’t allow much custom development, meaning our Designers and Technical Writers were not on the same page regarding user experience.
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It doesn’t support a comprehensive list of UI Patterns
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GIFs and video support is limited
Not being able to solve this problem means a lot of users were missing on their ‘Aha’ moment and a lot of dependency on In-person training
Conceptualisation
I started brainstorming ideas and concepts that encapsulate all the opportunity spaces with the problem spaces identified.
The Solution
We designed a framework that would help designers achieve a unified and seamless user experience for new and experienced users.
The framework consists of -
Design guidelines
Pattern library
Pre-built Walkme Templates
Presenting H.E.E.D User Onboarding and Engagement
Designed for Onboarding, Assistance, Adoption, and Learning patterns. These guidelines were made keeping in mind Designers and secondary stakeholders Technical Writers.
Each letter of the framework represent the stage user is at -
Hype 🙌 - User yet to experience the product
Enable 🕹 - User first time experiencing the product
Explore🧭 - Showing new features and capabilities
Device 🔧 - Helping users to get on the right path when they are lost
Design Decisions
Persona based onboarding 👩👧👨👩🦲
Introduced persona-based onboarding to let users take things at their hands and pace; earlier users were forced to see all the onboarding screens, whether contextual or not.
Before & After
Earlier Users were directly dropped into the application; without understanding their contexts, they were directly shown walkthroughs whether they opted for it or not. We introduced an Onboarding modal that allows our users to see what they want to learn.
Breaking flows
Tutorial steps were limited to 6; during the research phase, we discovered that the optimal steps for users are 6; after 6 we saw an 80% drop rate.
User flow (Before & After)
Modal
Modal was relook to focus on visual cues, allowing even the glancing users to know what the new feature is all about
Under the surface
During the ideation stage, we piloted and tested various methods to showcase new features based on our use cases, and what way works best for our users and Walkme .
Walkme Templates
We replicate our Pattern library on Walkme; this enables our designers to communicate better with our Technical Writers responsible for deploying the User onboarding and engagement system.
This helped them achieved
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A faster way to deploy walkthroughs and new feature announcements
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Less customisation from their end
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A platform to communicate better with designers
Results
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Within a couple of months of deploying the designs guided by the framework, we noticed-
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Drop out rates were lowered by 14%
Things that I learned
Learned to understand analytics
Learning how to make sense of data provided me insights on user behavior without actually talking to the users, which was a real moment of me in this project
How to create a well-balanced User Interface
When I started my internship my goal was to deepen my understanding of Design in organisations, during the course I realised the UI holds a very crucial place and I as a design intern should embrace it properly, lack of UI knowledge means I was missing a major skillset
Figma documentation and file management
Documenting is an essential part of work. These documents help you while researching and consolidating your insights. Reading documentation is tough when you are super busy. I tried to keep workshops to tell them about these verbally through stories. This helped my stakeholders to understand the idea better.
Would you like to know more? ✌️
Most projects showcased here are just sneak peeks into the work that went in and is not case studies. If you'd like to know more about any of them, drop me an email and we can catch up. I usually respond within a day.
View the full presentation here