Erika Stowe
I ran a customer journey mapping session with the team with the objective of sketching out what a new customer experience looked like; covering their goals, thoughts, feelings and pain points. We then looked at opportunities to improve the experience for the user and make it more efficient for the company to onboard new customers in the future.
Journey mapping workshop in Miro.
From here I could identify a research approach based on the opportunities we discovered as a team. My research plan was to do:
User interviews with new customers to validate and discover their goals, thoughts and questions
User testing with new customers - of the app onboarding and creating first learning campaign experience
User testing with relatively new customers - analysing the data from their learning campaign
SUS surveys after each testing session
Some of the opportunities and ideas the team discovered.
The objective was to learn more about the goals, thoughts, pain points and questions of users whilst using the product for the first time. We also wanted to identify what pain points could be potential blockers to self-onboarding in the future.
5 x 60 minute sessions were conducted
Each session involved interview-style questions at the beginning around their experience with other learning systems and what they were expecting before using the Yarno application
The users were then asked to perform a series of critical Yarno tasks
At the end of each session the user was asked to fill out a quick SUS survey
User testing sessions for onboarding and creating first learning campaign.
The objective was to learn more about the goals, thoughts, pain points and questions of users whilst analysing how their first learning campaign went. Again, we wanted to identify what pain points could be potential blockers to self-onboarding in the future.
5 x 60 minute sessions were conducted
Each session involved interview-style questions at the beginning around their experience with other learning systems and what they were expecting to get data on around learning
The users were then asked to perform a series of critical Yarno tasks
At the end of each session the user was asked to fill out a quick SUS survey
User testing sessions for analysing their first campaign.
From all the findings I was able to pinpoint areas that we should focus on first to improve the new customer experience. These were:
A list of product improvements (new features, bug fixes, content updates, flow changes) whilst creating your first campaign and associated new user tasks
A list of product improvements (new features, bug fixes, content updates, flow changes) whilst analysing your campaign
A list of terms and processes that users were often confused about
A Yarno Playbook to help users gain a better general Yarno methodology understanding before using the product for the first time. The idea is that this will be used in the onboarding process in the future
Validate all of the above to measure the improvement to the experience
Some of the findings & recommendations
A high level content wireframe was put together to start the design of the Yarno Playbook, this featured high level content indicators based on the user research, so that the team to start writing the content.
Content guide.
A high level wireframe was then created with the new content to guide a design prototype. This started detailing out some of the design solutions we wanted to test.
Wireframe
Using Webflow I started prototyping the experience to resemble an almost finished product.
Prototype screens
The customer service team will start integrate the Yarno Playbook into their onboarding process for select customers; we will then gather their insights around the experience
We will continue to track the amount of calls and questions they receive from customers whom had the Yarno Playbook to see if it is helping new users and adding to their experience
User testing of the Yarno Playbook to validate approach and content
