Transforming Yodeck's onboarding experience with intuitive tours, guides and emails, making it easier for users and boosting adoption.
Previously, Yodeck's onboarding process faced several limitations. One of these was when users clicked "Skip tour," they lost access to the tour entirely, leaving many confused and frustrated. This lack of guidance often left users unsure of how to navigate the platform.
Over three months of tracking user behavior, we discovered that 96.16% of users skipped the tour guide, missing out on essential features. This led to a significant increase in support tickets from new users, highlighting the urgent need for a more structured and engaging onboarding experience.
I collaborated with the UX researcher and we conducted surveys and also interviews with 11 new Yodeck users to understand their pain points and validate some of our assumptions. These interviews provided valuable insights into how new users interacted with the platform and what challenges they faced early on.
The UX researcher analyzed the survey data from 97 users using the UMUX-Lite framework, which measures how useful and easy the onboarding process is. The results showed low scores, ranging from 47 to 61 out of 100, indicating that users found the onboarding difficult and not very helpful. This confirmed the need for major improvements to better meet user needs.
Also, I conducted research on onboarding experiences in other apps within the digital signage and SaaS industries. I analyzed their user flows, features, and overall user experience, identifying best practices and innovative approaches. This research helped us understand what works well in onboarding and what doesn't.
Before we began designing, the UX researcher and I led brainstorming sessions to generate ideas for the new onboarding experience. We invited the product owner, the agile coach and one developer to join us. Together, we wrote our thoughts on a whiteboard to visualize how different ideas connected. This collaborative effort helped us identify key themes and user needs that guided our design work.
We created user flows that introduced new features and tours to enhance the onboarding process, making it easier for users to navigate and understand from the start. From there, we developed wireframes based on these ideas and flows, allowing us to test with stakeholders and users.
These screens show the first iteration of our onboarding redesign. We introduced a Knowledge Hub where users could access targeted tours, how-to videos, documentation, an app overview video, and book a demo. This gave users the flexibility to explore the app on their own while having resources available whenever they needed them.
We created quick setup guides for test screens to give users easy instructions for configuring their displays. These guides were designed to be user-friendly, helping users set up their screens quickly and start using the Yodeck platform with less confusion. Our goal was to improve the onboarding experience by providing clear and simple guidance.
Additional solutions, was to created an introductory video to enhance the onboarding experience. I developed the initial concept and collaborated with an external freelancer for the animation, along with the marketing team to ensure it aligned with our branding and messaging.
Along with the in-app onboarding, we developed quick setup guides for test screens. Collaborating with the marketing and engineering teams, we also launched a new email series to help users learn the basic features and boost adoption.
Outcome
The implementation of the new Onboarding system streamlined the user experience, resulting in a smoother and quicker onboarding process for new users. This translated into a faster time-to-value for both users and the business, as users are able to understand and utilize the platform's features quickly. Additionally, we managed to reduce relevant support tickets and optimize resources which improve overall user satisfaction.
Next Steps: Personalization
​As part of the project, we focused on personalizing the user experience. Moving forward, we plan to implement personalized features that will enhance the onboarding process by tailoring it to individual user needs and preferences. This will help ensure that each user receives a more relevant and effective onboarding experience, ultimately supporting their success with the Yodeck platform.
