#Product
#Product
#Product
#Product
#web
#web
#web
#web
#onboarding
#onboarding
#onboarding
#onboarding
Onboarding a user
Onboarding a user
Onboarding a user
Onboarding a user
Onboarding a user
Onboarding a user
An onboarding procedure is required to categorize and validate the user derived from the lead form on the landing page. Discover how we transformed a dead lead generations into a worthy onboarding process.
An onboarding procedure is required to categorize and validate the user derived from the lead form on the landing page. Discover how we transformed a dead lead generations into a worthy onboarding process.
An onboarding procedure is required to categorize and validate the user derived from the lead form on the landing page. Discover how we transformed a dead lead generations into a worthy onboarding process.
An onboarding procedure is required to categorize and validate the user derived from the lead form on the landing page. Discover how we transformed a dead lead generations into a worthy onboarding process.
An onboarding procedure is required to categorize and validate the user derived from the lead form on the landing page. Discover how we transformed a dead lead generations into a worthy onboarding process.
An onboarding procedure is required to categorize and validate the user derived from the lead form on the landing page. Discover how we transformed a dead lead generations into a worthy onboarding process.
3 months (Jan - Mar '23)
When
Web, Mobile
Platform
Live
Status
3 months (Jan - Mar '23)
When
Web, Mobile
Platform
Live
Status
My role
I worked on this project from end to end which includes competitive research, flows, designs, presentations, prototypes and final handovers
Context
Users searching for a service on Google -> will find a link to our landing page.
After filling out the lead form, they will be redirected to a Thank You page.
An agent will contact them to collect additional details and necessary documents.
So, what’s the problem?
1
Lack of validation results in numerous junk leads 🗑️
1
Lack of validation results in numerous junk leads 🗑️
1
Lack of validation results in numerous junk leads 🗑️
1
Lack of validation results in numerous junk leads 🗑️
2
Agents are unaware of a user's category before calling 😵💫
2
Agents are unaware of a user's category before calling 😵💫
2
Agents are unaware of a user's category before calling 😵💫
2
Agents are unaware of a user's category before calling 😵💫
3
Resulted in Increased workload for agents & requires more manpower 📈
3
Resulted in Increased workload for agents & requires more manpower 📈
3
Resulted in Increased workload for agents & requires more manpower 📈
3
Resulted in Increased workload for agents & requires more manpower 📈
Target audience
Age: 18-60 (Cause of wide range of services)
Language prefers: English (76%), Hindi (12%), Others (11%)
Profession: Business owners, Startup founders, Salaried employees (under tax slabs)
Primary Research
Divided the research part into 3 groups
Ideation
How it started?
How it started?
(Solutioning)
(Solutioning)
1
Filtered 25 key services with high lead generation (focusing on them first)
1
Filtered 25 key services with high lead generation (focusing on them first)
1
Filtered 25 key services with high lead generation (focusing on them first)
1
Filtered 25 key services with high lead generation (focusing on them first)
1
Filtered 25 key services with high lead generation (focusing on them first)
1
Filtered 25 key services with high lead generation (focusing on them first)
2
We collected data from agents about how they categorize users
2
We collected data from agents about how they categorize users
2
We collected data from agents about how they categorize users
2
We collected data from agents about how they categorize users
2
We collected data from agents about how they categorize users
2
We collected data from agents about how they categorize users
3
Based on this data, we finalized a set of 2-3 questions to ask users
3
Based on this data, we finalized a set of 2-3 questions to ask users
3
Based on this data, we finalized a set of 2-3 questions to ask users
3
Based on this data, we finalized a set of 2-3 questions to ask users
3
Based on this data, we finalized a set of 2-3 questions to ask users
3
Based on this data, we finalized a set of 2-3 questions to ask users
4
An OTP screen was added after the questions to validate the users
4
An OTP screen was added after the questions to validate the users
4
An OTP screen was added after the questions to validate the users
4
An OTP screen was added after the questions to validate the users
4
An OTP screen was added after the questions to validate the users
4
An OTP screen was added after the questions to validate the users
the PLAN before design
the PLAN before design
1
1
1
1
1
1
Clean UI that emphasizes key questions to help agents categorize users easily
Clean UI that emphasizes key questions to help agents categorize users easily
Clean UI that emphasizes key questions to help agents categorize users easily
2
2
2
2
2
2
Minimal user input: Radio buttons, dropdowns instead of requiring typed responses
Minimal user input: Radio buttons, dropdowns instead of requiring typed responses
Minimal user input: Radio buttons, dropdowns instead of requiring typed responses
3
3
3
3
3
3
Language change option & chat support needed
Language change option & chat support needed
Language change option & chat support needed
4
4
4
4
4
4
Onboarding ends with the OTP verification
Onboarding ends with the OTP verification
Onboarding ends with the OTP verification
5
5
5
5
5
5
Finally a thank-you page with details and documents for the next steps
Finally a thank-you page with details and documents for the next steps
Finally a thank-you page with details and documents for the next steps
Alright then, Lets begin
Alright then, Lets begin
User’s POV?
User’s POV?
(what will change)
(what will change)
1
1
1
1
1
1
Users will have some trust that we are collecting something
Users will have some trust that we are collecting something
Users will have some trust that we are collecting something
2
2
2
2
2
2
Showing the process and validating creates a account creation feel
Showing the process and validating creates a account creation feel
Showing the process and validating creates a account creation feel
3
3
3
3
3
3
Making them ready for the next steps by showing the docs needed
Making them ready for the next steps by showing the docs needed
Making them ready for the next steps by showing the docs needed
Tools
Tools
Figma
Any Impact created?
What happened after onboarding process?
What happened after onboarding process?
1
1
1
1
1
1
Growth of interaction between agent to user went from 6 users per day to 18 users per day by one agent 📈
Growth of interaction between agent to user went from 6 users per day to 18 users per day by one agent 📈
Growth of interaction between agent to user went from 6 users per day to 18 users per day by one agent 📈
3
1
1
1
1
1
After making the process live, expected some dip in leads but surprisingly there wasn't
After making the process live, expected some dip in leads but surprisingly there wasn't
After making the process live, expected some dip in leads but surprisingly there wasn't
4
2
2
2
2
2
Led the agents to easily categorize the users from onboarding responses
Led the agents to easily categorize the users from onboarding responses
Led the agents to easily categorize the users from onboarding responses
5
2
2
2
2
2
After OTP an individual account created for every users
After OTP an individual account created for every users
After OTP an individual account created for every users
"After effects" of onboarding process
Key Metrics
87%
junk leads eliminated
233%
Increase in user per agent a day
83%
user reached thank you page
Key Metrics
87%
junk leads eliminated
233%
Increase in user per agent a day
83%
user reached thank you page
Final Takeaways
Final Takeaways
1
2
1
2
2
1
Because of good response from the flow it is then implemented on another 28 services
Because of good response from the flow it is then implemented on another 28 services
Because of good response from the flow it is then implemented on another 28 services
2
1
2
1
1
2
User will be automatically redirected in 10 seconds to status page (Because some users dropped out here without going to next step
User will be automatically redirected in 10 seconds to status page (Because some users dropped out here without going to next step
User will be automatically redirected in 10 seconds to status page (Because some users dropped out here without going to next step
3
4
3
4
4
3
Added coupon ideas for new customers in payment page
Added coupon ideas for new customers in payment page
Added coupon ideas for new customers in payment page
And the conclusion
Working as the ux designer in this very first project has been both exciting and challenging. We've tackled some main problems to improve user experience, from redesigning the landing page to thank you page by simplifying the process. The results - increased user engagement and new sign-ups have been incredibly rewarding, highlighting the positive impact of our design choices.
Working as the ux designer in this very first project has been both exciting and challenging. We've tackled some main problems to improve user experience, from redesigning the landing page to thank you page by simplifying the process. The results - increased user engagement and new sign-ups have been incredibly rewarding, highlighting the positive impact of our design choices.
Working as the ux designer in this very first project has been both exciting and challenging. We've tackled some main problems to improve user experience, from redesigning the landing page to thank you page by simplifying the process. The results - increased user engagement and new sign-ups have been incredibly rewarding, highlighting the positive impact of our design choices.
Working as the ux designer in this very first project has been both exciting and challenging. We've tackled some main problems to improve user experience, from redesigning the landing page to thank you page by simplifying the process. The results - increased user engagement and new sign-ups have been incredibly rewarding, highlighting the positive impact of our design choices.
Working as the ux designer in this very first project has been both exciting and challenging. We've tackled some main problems to improve user experience, from redesigning the landing page to thank you page by simplifying the process. The results - increased user engagement and new sign-ups have been incredibly rewarding, highlighting the positive impact of our design choices.
Now what? After onboarding?
Check out the next project
(That's little more interesting)
Context
Users searching for a service on Google -> will find a link to our landing page.
After filling out the lead form, they will be redirected to a Thank You page.
An agent will contact them to collect additional details and necessary documents.
Target audience
Age: 18-60 (Cause of wide range of services)
Language prefers: English (76%), Hindi (12%), Others (11%)
Profession: Business owners, Startup founders, Salaried employees (under tax slabs)
And the conclusion
Working as the ux designer in this very first project has been both exciting and challenging. We've tackled some main problems to improve user experience, from redesigning the landing page to thank you page by simplifying the process.
The results - increased user engagement and new sign-ups have been incredibly rewarding, highlighting the positive impact of our design choices.
And I'm very much interested in next projects -> Self serve of a user