An optimized onboarding guides users through questions, enabling seamless account setup
Lead Designer
June - Sep 2023
Design Team
Frontend Team
Product Manager
Interaction Design
Visual Design
User Research
An optimized on-boarding experience guides users through a series of questions, facilitating the seamless accounts setup before accessing the portal.
Lead Designer
June - Sep 2023
Design Team
Frontend Team
Product Manager
Interaction Design
Visual Design
User Research
Wireframes
Hi-Fi User Interface
Prototype
An optimized on-boarding experience guides users through a series of questions, facilitating the seamless setup of their accounts before accessing the portal.
Lead Designer
June - Sep 2023
Design Team
Frontend Team
Product Manager
Interaction Design
Visual Design
User Research
Veryable, an on-demand marketplace connecting over 1,000+ businesses with manufacturing and warehousing labor, faced challenges with its business user onboarding experience. The existing flow often left users feeling overwhelmed due to its scattered and contextualized design.
As the lead UX designer, I guided the project from 0 to 1, creating a user-centric onboarding flow and delivering high-fidelity wireframes and prototypes. Collaborating with a cross-functional team, we successfully launched the intuitive onboarding in September 2023, resulting in...
User Retention Rate
Task Completion Rate
The current onboarding process is lengthy and filled with overwhelming technical information, making it difficult for users to navigate, leading to frustration and potential errors in setting up their portals.
How might we ensure users receive intelligent guidance during onboarding and consistently set up their portal correctly?
How might we ensure users receive intelligent guidance during onboarding and consistently set up their portal correctly?
Understanding background by talking to PM and stakeholders
Discovering pain points with 5 business users
Conducting competitive
analysis reports
PART 1
Understand Background
Veryable is a SaaS company that targets business customers mainly in the manufacturing and supply chain industry. The current user demographic shows that most users are 31-40-year-old operation managers who are not as tech-savvy and are responsible for the sign-up process.
PART 2
Discover Pain Points
To better understand the current landscape, I interviewed 5 business users to gather their opinions on the current onboarding experience in Veryable business portal. These interviews aimed to explore their initial impressions, usability challenges, and discover the pain points.
Users encounter a complex onboarding process with unclear steps and navigation.
Setting up the product demands more time than users anticipate, causing frustration.
Users struggle with understanding the product features and functionality during onboarding.
90% of Operational managers prioritize efficiency and aim for a speedy onboarding process to maximize productivity
65% of users find the current onboarding flow confusing due to technical jargon.
83% of users utilize the onboarding flow for initial account setup but express uncertainty about continuing account setup if the onboarding is accidentally skipped.
PART 3
Competitive Analysis and Audit
To have a better understanding of what a modern onboarding experience looks like, I looked through a competitive audit of 3 websites. Each web portal provides different services to its customer, thus they utilize the different approaches in their onboarding flow.
In many modern SaaS job hiring platforms, it's common to see a step-by-step approach that focuses on one question at a time and offers a straightforward user experience.
Collects user information for personalized customization and streamlines the portal creation process.
Emphasize product benefits that guide users toward immediate value to lower the chance of churning.
Identify core product experiences and principles
After reviewing past research on use cases of the account creation process and a better understanding of the competitive landscape, I develop a list of product principles to help guide the direction of the onboarding feature experience.
Reduce the usage of long and contextual forms and replace them with an interactive component.
The onboarding process extends beyond login and tour completion; it's an ongoing journey encompassing the user's entire lifecycle.
While Veryable is a SaaS software designed for professional use, integrating graphical elements will enhance the user experience.
New Business Users:
Guide users to complete account setup to decrease friction and reduce churn.
Existing Business Users:
Assist current business users in establishing their accounts to ensure optimal utilization of the the platform
I explore 4 different feature options and gather feedback from designers, PMs, engineers, and users.
Design decisions are grounded in core product experiences, emphasizing streamlined experiences with principles of low cognitive load, a progressive and continuous process, and a balance of professionalism and friendliness.
After establishing the fundamental product experiences and principles, I crafted the user personas to this feature's audience.
I explore different feature options and gather feedback from designers, PMs, engineers, and users.
Design decisions are grounded in core product experiences, emphasizing streamlined experiences with principles of low cognitive load, a progressive and continuous process, and a balance of professionalism and friendliness.
An optimized stepper onboarding experience guides users through a series of questions, facilitating the seamless setup of their accounts before accessing the portal.
Users will provide their basic information, such as industry and type of operation, to help Veryable personalize the experience for their business.
The interactive graphical component facilitates a visual understanding of the work area concept, while our intelligent system suggests relevant work areas based on the user's profile, ensuring a seamless and personalized experience.
Users have the option to invite others to their team either by entering their basic information immediately or choosing to extend invitations at a later time.
A compelling banner onboarding featuring a progress bar at the top, designed to motivate users confidently towards completing their account setup.
The onboarding feature was launched in September 2023! It has received positive feedback from both business users and stakeholders. New users express enthusiasm for the streamlined onboarding process, facilitating their transition to the new product. Existing business users highlight the effectiveness of banner onboarding in correctly setting up the portal and significantly enhancing productivity.
As a result of this project, there has been a noteworthy 23% increase in user retention.
1/ Enhancing Design Exploration through Collaborative Efforts with Engineering
Within an agile workflow environment at Veryable, I collaborated closely with the Frontend engineering team. While overseeing design-related tasks, we engaged in regular weekly sync sessions to exchange feedback. This regular interaction enabled me to gain insights into technical constraints early in the design process, prompting the exploration of alternative solutions.
2/ Onboarding flow is a continuous process
Through leading this project, I've learned that onboarding isn't just about the initial account setup or product tour—it's a continuous process that spans a user’s entire product journey. In this case, existing business users were overlooked without a proper onboarding flow, so addressing their needs became crucial.