User Research and Discovery
- The current invite email is in plain text and only mentions that the user is required to setup their password.
- Clicking on link, the user is taken to the website to set their password. The default browser is used.
- The next screen, the user is prompted to install a Chrome plugin. There is no warning if the current browser being used is not Chrome.
- The user is then asked to click the Chrome plugin. The Sorry as a Service plugin is loaded with some pre-populated information, but no further instructions are given.
As we were focused on redesigning a new onboarding process, we decided to find other services that had similar onboarding processes.
To start our design we needed personas focus our design around. Personas are fictional people who are represent a large group of people summarising their goals and needs. Below are our 2 main personas we focused on.
Alice - Customer Service Manager
Conor - Customer Service Agent
We wanted to make the process feel more personal to match the branding identity of Sorry as a Service. To accomplish this we proposed to
- Compile a more visual email
- Add a profile to the agents to make it feel more personal
- Design a guided walkthrough to send a gift to the agent
- Show number of steps
- Visual email
- Visual onboarding
- Integrate with CRM explanation
- Install Chrome plugin on same page
- Order gift to self
- How it works
- Set password
- Explain plugin
- Show why needed
- Gift order review
- Not using Chrome warning
- Gifts sent list
- Invite colleagues
- Add photo of agent
- Allow support team to add personalise their interface
- Edit/Cancel gifts sent
- Most recent gifts
We started our design process with a design studio. From the design studio, we came up with the following screen flow
- Receive email
- Complete profile (photo, name, nickname, address)
- Show info of plugin, click to install plugin
- Show a mockup of the CRM used with agents details, prompt user to click on the plugin
- Show plugin with details scraped from screen, overlay prompts to check details click on gift section
- Prompt user to choose a gift and click on message
- Prompt user to type a message then click on review
- Prompt user to review and send gift
- Allow user to see most recent gifts sent and review pending gifts
We developed an initial prototype and tested it. These are our key findings.
- Email required more detail about what the user will be doing to complete their account
- Users were not sure why they had to enter in their address
- It was unclear what the plugin did
- Once the gift was sent, it was unclear what to do next
We made a few changes and below is our final iteration
We have designed a new onboarding process that includes
- an agent profile
- a demo showing how the plugin works
- allows agent to send themselves a gift
- allows agents to review orders once sent
- work on visual design
- work on tone of voice