Overview
Looking at the problems new users faced, the business was looking to solve their frustrations by helping them to get started on the product more easily and without having to look for the information they needed elsewhere.
We found that over 80% of new users stopped using the product after signing up for a trial version. There was also a very low adoption rate with people creating only 1 workbook or data-app.
We found that over 80% of new users stopped using the product after signing up for a trial version. There was also a very low adoption rate with people creating only 1 workbook or data-app.
After speaking to new users and conducting face-to-face interviews, we found that they struggled to know what to do to get started and that all of them wanted some kind of guidance on the screens they navigated in so that they would know how to find key features easily.
Pains
• Users don't know how to get started! The language is ambiguous and they don't know where to find things.
• Users have to try and look for articles elsewhere on the product and if they can't find it, stop using it because of the time it takes. Often it is not relevant to what they needed.
• The initial onboarding implemented on product was not timed properly and as such highlighted blank areas on the user's screen which created distrust in the product.
Gains
• To connect the user to the right resources where they were on each screen
• Improve metrics for activation and retention of customers
• Help the user complete each task a lot faster
As a new user, Juste needs help to get started on Astrato so that she can learn how to create workbooks faster and find the tools she needs to deliver reports to companies she works with.
Ideation
Together with my team of product managers and engineers, I conducted user and competitor research and discovered the areas our users were struggling with most to get started in. I surfaced the screens and topics where we could help users more.
I looked at incorporating the use of AI videos to also solve the problem of using company resources and saving time and finances to create consistently branded "how-to" videos. From the research conducted, I was able to see where to surface the videos for users in the areas they were struggling with.
I looked at incorporating the use of AI videos to also solve the problem of using company resources and saving time and finances to create consistently branded "how-to" videos. From the research conducted, I was able to see where to surface the videos for users in the areas they were struggling with.
I also collaborated with the CTO to ensure viability of software integrations and that we had various permissions to be mindful of the privacy policies the company needed to maintain.
Design
I tested the low-fidelity prototypes with 5 of our users to refine the flows and to find any areas for improvement. I then iterated on the lo-fi prototypes and took the preferred flows across to high-fidelity prototypes and presented that to senior stakeholders along with my findings and feedback from users.
From this we decided to implement 3 of the emerging themes from our user testing & affinity mapping.
1: Really short introductory videos in each section of the product
2: Get started fast by editing the language and offering 3 clear choices
3: Include product tours that can be accessed immediately on the screen the user is on
2: Get started fast by editing the language and offering 3 clear choices
3: Include product tours that can be accessed immediately on the screen the user is on
"We should allow the users to pick how they would want to learn the product. Video? Guided tutorial?"
Pierce, Product Manager
Pierce, Product Manager
"I wish there was something like this already on the product! Right now, I am really struggling to understand how to do anything." Jay, Content Manager
Findings and next steps
My contract had come to an end in August and this was handed-over to the team for completion. At that stage, I had created the videos for each problem area that our users were facing and had created product tours on the product itself where the users were struggling most.
I would have conducted further testing and monitored the data by seeing how quickly new users were able to now complete tasks and what the qualitative data was showing us in terms of drop-off rates with users having access to the new videos and product tours.