Onboarding
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Redesign of Onboarding
Background: This project started by assessing the gaps between the platform's proposed value, specific product mechanics, and the way (new) members' understand these things - or don't. This is critical since Feats' primary strategy for driving value to members is enabling them to add projects and get recognised for their roles in those projects. This means, that the core of the Feats platform are projects, and the people in them. Hence, making sure the invitation of people to projects is the primary way to let people get recognition for their work, and that process also drives member signups for Feats. Challenge: Make the introduction of Feats simpler, faster and more sticky for new members on both desktop and mobile, from project invitation, to invitation email, to project introduction (practically and conceptually), to signing up to a new platform, to role verification (practically and conceptually), to adding roles to projects, and to seeing and using the platform for the first time. Process: It was critical to limit the time required while note 'cheating' our users with lack of transparency. In other words: Efficient, timely and honest information were balanced across multiple actions in one flow. Results: Communication: We made sure that wording is sharp and on the premise of a newcomer, as well as ensuring that expectations are managed transparently. Email template: Revamped, personal and contextually recognisable with minimal "just-in-time" information about the Feats platform. Rest of the focus is on the actual work, the people and one CTA. Flow: Biggest decision = oppose "growth-first" temptation and be honest up front about need for signing up. Why? Honesty, transparancy and quality > quantity decision. Rest is based on a just-in-time approach to information suitable for different user behaviours across devices and mentalities (e.g. a fast, "just want to be done" user on mobile vs. a thorough, "what is this thing" user on desktop). Design: Dedicated onboarding flow with the actual platform only revealing itself in the end. Focus on contextual visuals all the way, as well as a 1-step at a time and friendly, simple copy nudging. Best practice usability and UX applied to ensure information density, affordance clarity, minimising input errors and enforcing honest design.
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