iOS App
Duration
Team
My Main Responsibilities
My UX Director discovered through analytics that the application was losing way too many users that were interacting with the app for the first time. Upon analysis of the app, we discovered users were being dumped right into the application with no setup guidance and everyone needed to validate their email. Without validating the email, new users were blocked from exploring and setting up their app creating friction in their onboarding journey. This process of validating included you switching over to your email client, copying a code, switching back to the app and pasting the code. This barrier in product was costing the company potential new revenue.
In addition, the previous design had too many steps. It was also lacking significant affordance issues.
Results from UX heuristic analysis
Field workers (construction, door-to-door sales reps) who need a mobile, offline experience to access documents from their cloud storage, primarily SharePoint users.
Deliver an ease-of-use onboarding solution that is best practice to increase the amount of new user registrations and get these users to land on the main screen of the application where they can successfully setup their Sharepoint account so they can see the immediate value of the app.
I led the UX design process on improving the first-time experience for our new potential customers. I started by conducting an heuristic analysis of the application to experience what new users were going through. I also ran collaborative sessions with colleagues from sales and marketing to understand what information they truly needed up front from the users.
I wanted the app to stop blocking users with the validation screen. This was a tougher sell to the internal systems team, as they had concerns about protecting the security of our users. I met with the Director of Internal Systems to collect requirements for the validation process. Working together, I was able to remove this process. For users who downloaded the app from the app store, validation still went out through email, but they could explore the app without validating - bringing them closer to making a decision about purchasing. For users whose company purchased the enterprise subscription, their app would be blocked when logging in for first time, forcing them to validate their email. This step could not be avoided because the enterprise customer had access to Infragistics’ services that required validation.
Once I had the requirements all collected, I designed prototypes that I was able to take back to the team for feedback to run an iterative process.
Before I started designing prototypes, I wanted to start with aligning the team on how the new process of asking users to validate their emails should work. I created these user flows so the team could visualize. This diagram was sent to the development team to guide them in updating their code.
The customer purchased the enterprise subscription from the sales team prior to this user flow
The new and improved onboarding experience includes:
Post launch, we started tracking the data 30 days after the release and continued to track ongoing. The results were very rewarding. We've achieved our UX goals of increasing user registration and getting the users to reach the main screen of the application. The Marketing team had new bundles of leads which they could add to their drip campaigns. All of this helped us reached our business goals as the Sales team now had many prospects to upsell the Enterprise subscription to.
