Trial and Admin Onboarding
Simplify Onboarding experience for Admins
This project will ensure that customers interested in Idaptive products can easily sign up for a product trial, the content provided to customers during the trial and on-boarding period is customer-centric and problem-focused, and that the Idaptive team has visibility and metrics for customers going through the trial experience funnel. The goal is to help prospective customers quickly jump into using Idaptive and improve the customer experience during crucial phases of trial and on-boarding.
Admins were clueless what they were doing and ended up calling support to walk them through the process.
On signing up for trial they were expected to go through a complicated wizard.
- How can we make the trial experience better to increase conversions.
The main goal of the research was to understand the goals, motivation and pain points of the user so we could design a better solution for them.
As humans we're conditioned to avoid effortful processes. So when asking users to volunteer information its important not only to convey what information you are asking for but also why you need that information.
I closely worked with the product management team to research what we were up against. The Marketing team helped us figure out how to position ourselves in the Identity and Access management space.
We kickstarted the research process with couple of stakeholder interviews with the Support Engineers and Product Managers. It was crucial in figuring out the overarching goals and motivation for the redesign.
In general we were mainly catering to Admins of small to medium sized enterprises. Admins would sign up for the trial either through the website or via Support. Admins would be the primary users of this application so the goal was to make it as simple as possible.
Need some kind of overview about the process of setting up.
Users would prefer to be forced down a certain path so that their experience is more predictable and follows a pattern.
- There should be an easy way to come back to it in the future for reference.
- When setting up users should have easy access to links to help documents.
- Important steps to setting up are: Adding Users, Adding Apps, Personalize the workspace.
The next step was coming up with wireframes and presenting them to the stakeholders. After some much needed back and forth and couple of revisions we could map the user journey.
Onboarding Wizard Mockups
When signing up for trial I should be able to select the features(MFA, Device Mnagement, SSO) I want to purchase for my company.
Tailor the onboarding experience based on these choices made by the use for a more customized experience.