Mobile onboarding experience for entrepreneurs seeking remote executive assistants
Mobile Redesign for remote executive assistant company Chatterboss. Worked with founder and development team to recreate new user onboarding experience. Chatterboss works with small business owners in need of administrative help, or even thought partners & coaches.
My Role: Product Designer-contract role
Timeline: June 2020; 16 weeks.
Challenge: As a company that doesn’t rely on its technology to function, the challenge here was balancing the founders business goals with a streamlined experience for users who are already short on time.
Solution: Create introductory screens with value proposition for first time users. Integrate & shorten previously external onboarding steps (questionnaire, video tutorials, kickoff call) into the mobile signup process.
Research.
For Chatterboss as a whole, we did extensive competitive research and conducted user interviews to get a better understanding of the pain points within the current application and discover opportunities for overall improvement. Ultimately, I created a product plan to occur over several phases. I would take part in the first push which was to increase signups and improve initial onboarding process. Previously, the onboarding process was completely removed from the application and done over an initial phone call, and lengthy google questionnaire.
Users need to be sold on the expertise of Chatterboss assistants. They are short on time and resources, and need someone who can jump in to help them with tasks. They also love Chatterboss’ unique pay as you go membership platform.
Above all else, Chatterboss users said they are looking for: Consistency, accuracy & Quality.
Goal: Streamline onboarding process and improve product introduction for new users.
Define & Strategize.
To showcase the future phases of the product design refresh, we created a site map to show current and future structure of the overall mobile app. We also created several user flows, settling on the below scenario for onboarding. There was a lot of back & forth on whether new users should be able to browse the entirety of the app, or be funneled immediately to signup.
Click images to enlarge
Lay it out.
We made several iterations of the designs and prioritized features with development team early on in this process. Lo fidelity testing was helpful to show the founder which flows users responded to best. The features developed were educational intro screens, payment, and onboarding (questionnaire, videos and initial consultation scheduling). Later phases will include a refresh of the chat feature, and improving integrations with outside time tracking platforms.
Design & Test
As we finalized screens, we also needed to implement new UI changes made to the web application. The challenge integrating standards meant for web into mobile second, though the simplicity of the color/type patterns allowed for a harmonious integration.
Prototype.
To test our hi fi prototype, we did a combination of monitored user testing and quantitative testing using Maze. This allowed us to gain qualitative insight from our users, in addition to fast results from a broader audience.