To understand the problems faced by our new and existing users, I teamed up with our user researcher to interview internal sales users, teams responsible for user onboarding, and customer support. I also attended onboarding sessions, talking with our customers to understand the current pain points with the existing workflow. Additionally, we started looking into mixpanel analytics on user retention and engagement of onboarding and account creation flow, and overall web app.
Introducing Onboarding / New and Existing Account Configuration
The redesigned FirstRain user onboarding and account creation process was a holistic experience. It seamlessly integrated the background of a FirstRain core app user experience. It also showcases to the user the tangible value upfront.
We were successful in designing a solution that will address these three things:
- Show the process as a whole to provide a user with context.
- Clearly show the steps that indicate the actual section where steps are being taken.
- Provide user feedback on task status/completion.
Paving the way for role, accounts and interests personalization - Progress bar
Users can select the role of the company they are working at. A couple of questions we asked in our questionnaire for further understanding were, "What are the accounts they are currently managing?" Addressing these areas of interest through our personalized questionnaire presented new user onboarding to determine the features, workflows, and settings they would be doing during the personalization process.
FirstRain new user onboarding and account creation process was a holistic experience. It seamlessly integrated the background of a FirstRain core app user's experience. It also showcased the user's tangible value upfront.
Accounts and interests customization
Integrated all the scattered information into a self-explorable and customizable knowledge framework.
Personalization and activity insights
Users quickly get a glimpse of how the insights are being generated based on the personalized information they have provided in the last couple of steps. In this step, FirstRain intelligent framework used AI to gather additional insights about the personalized information. Data were automatically extracted and organized, ready to preview in the dashboard.