Customer Onboarding

OVERVIEW
It all started when we surveyed the clients for Sticky by Tobii Pro and saw that 50% would not recommend our product - ouch! Some clients expressed there weren’t enough resources and were frequently contacting our support for assistance. This also made onboarding new team members difficult.

The initial outcome was to create a delightful experience and reduce the number of client pain points by gradually and effectively providing the client guidance and resources.

Lead Product Designer | Tobii Pro
Research, Information Architecture, Interaction, Visual Design, Testing, Support Documents & Videos.
Team of 1 designer & 2 developers
January 2017 - March 2017

THE PROBLEM
Clients expressed that it was challenging to setup a successful experiment due to the lack of guidance and resources.
BUSINESS GOAL: Reduce number of support tickets

THE SOLUTIONS
Reduce the number of tooltips knowing that users have the tendency to rapidly click through. We decided to reduce the tooltips and strategically utilize them to show functionality that would provide the most value.
User journey focused approach to provide relevant help articles and tips throughout the entire user journey. With the help of the marketing team, we were able to provide value and guidance both inside and outside of the app.

THE CHALLENGES
Getting everyone onboard and collecting resources from various disciplines to succeed. This included the customer success, marketing, development, and business development teams.
Learning new tools to make more than simple UI changes. We were inspired to include animated gifs, demo videos, and pdf guides for higher engagement.
Planning and coordinating as the lead of this project, without a product manager, to delegating tasks with various departments proved to be challenging.

GETTING INSPIRED

While attending Develop Beyond, Tobii Pro’s annual R&D conference, I was inspired by an onboarding presentation from the Tobii Tech division. I read through Samuel Hulick’s ‘The Elements of User Onboarding’ and prepared a presentation for the Sticky by Tobii Pro teams during our yearly summit in New York. It was important for us to all understand the value of customer onboarding and where we were struggling. It ended with a brainstorming sessions where everyone contributed with valuable insights and ideas!

DISCOVERING WHERE WE CAN IMPROVE

Interviewing support and customer success members, reading through support tickets, and interviewing clients helped us identify and prioritize all the improvements. The next step was to go through the user journey and pinpoint where each of the improvements would best fit to provide the most value. This was done by sketching a map of the user journey and playing around with different arrangements.

GOAL ORIENTED DASHBOARD FOR NEW USERS

We had seen two types of users: those who wanted to jump right into creating an experiment and those who wanted more information before getting started. With that in mind, we wanted to provide a starting point to help achieve their goals.

For those who wanted more information, they were directed to our “Learn More” section with videos addressing the most commonly asked questions.

LIBRARY OF RESOURCES

One of the pain points of our clients was the lack of help resources. Inspired by Invision’s video resources, we created a library of videos that would address commonly asked questions and provide tips on how to create a successful experiment. Videos could also be easily accessed from the screens where they would be most relevant.

Check out a few videos in the carousel (yes, that’s my voiceover!).

ENGAGING TOOLTIPS

Text heavy tooltips are asking to get closed. To alleviate our users from the annoyance of reading and clicking through tooltips, we went with a more visual approach. I was inspired by Adobe’s tooltips which included gifs which made it much faster and easier to understand. These were positively received by our team and clients.

THE OUTCOME
Support saw a reduction in commonly asked questions. We also saw a growing awareness and consideration for customer onboarding during our team meetings.

WHAT I LEARNED
It’s not just about onboarding clients. It became apparent that teams outside of R&D had issues onboarding new team members. Hearing that the sales, support, and marketing teams faced similar challenges as our clients helped us discover even more pain points that we could address.
The user journey doesn’t start when they login. It became clear that the user journey begins before they even know your application exists! Understanding this helped us discover client pain points before they even signup for an account.