UX Designer
Trial and Admin Onboarding
Simplify Onboarding experience for Admins
Overview
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.
Challenges
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It is always challenging in an enterprise software that requires some integrations to see any value immediately.
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Admins were clueless what they were doing and ended up calling support to walk them through the process.
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On signing up for trial they were expected to go through a complicated wizard.
My Role
User Experience Designer
Deliverables
Research & Ideation
Wireframes
Low Fidelity Mockups
Research
The main goal of the research was to understand the pain points of the admin users so we could design a better, simpler solution for them.
As humans we are conditioned to avoid effortful processes. So when asking users to volunteer information it's important not only to convey what information you are asking for but also why you need that information.
Competitor Analysis
I closely worked with the product management team to research what we were up against. The Marketing team guided us in figuring out how to position ourselves in the Identity and Access management space and what features to focus on.
Survey & Questionnaire
We kickstarted the research process with couple of interviews and survey with the Support Engineers and Product Managers. It was crucial in figuring out the overarching goals and motivation for the redesign.
Persona Study
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 simple and easy for a frictionless on- boarding.
Research Insights
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Important steps to setting up are: Adding Users, Adding Apps, Personalize the workspace.
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Need some kind of overview or How-to about the process of setting up.
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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.
Ideation & Brainstorming
Using the insights from the research conducted we set about putting some rough drafts to paper. First I wanted to think away from the existing model that was a wizard. I explored the idea of a full page of on-boarding feature.
Upon further testing of our design assumptions. We quickly realized that because of the flexible on-boarding pattern the users were finding themselves constantly distracted and moving away from the most important on-boarding process. So we re-evaluated our design and came back to the wizard UI model. But we condensed the steps to 4 from 10. That we we were tacking only the most necessary steps to jumpstart in the application.
Wireframing
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.
Key Features
Low-Fidelity Mockups
Future Improvements
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When signing up for trial I should be able to select the features(MFA, Device Mnagement, SSO) I want to purchase for my company.
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Tailor the onboarding experience based on these choices made by the use for a more customized experience.