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case study of onboarding process improvement | UX Planet

 3 years ago
source link: https://uxplanet.org/redesign-a-dog-adoption-app-7ebdfa3d732d
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Redesign a Dog Adoption App

A case study to improve the onboarding process

This is a one-day UX design challenge due to the time limitation. I put most of the time on user interviews and Hi-Fi prototypes.

Challenge:

CityPups is an app that helps people living in cities find the perfect dog to adopt. Before launching, they want to test with users on the boarding process to see if anything needs change.

Define the problem:

The onboarding process is a crucial part of the product design because it:

  • Create a first impression and user experience of the app
  • Use usually have a low attention span
  • It can be a “make or break” experience right at the first contact for a user.

As a user myself, If the on boarding process doesn’t make sense or too complicated ,I will drop off the app right away.

According to their checklist, good onboarding pages should include the following 5 elements:

  1. Tutorial or instructions (Steps to show a user how the application works to get started)
  2. Empty states ( Designing states for when a task hasn’t been complete, or there’s no information to be shown yet)
  3. Indicators to continue steps (If you have a multi-step onboarding process, ensure the user can understand how to continue and how to return to a previous screen)
  4. Progress indicator (Visualise the user’s progress to establish expectations of how long the onboarding will take)
  5. Contact support (In case a user is confused or unsure at any point)

Base on these standards, CityPups onboarding process needs some improvements.

Goal:

  • Improve the onboarding experience of finding the perfect dog to adopt
  • Conduct effective usability tests and find improvement insights
  • Transfer insights into possible solutions and prioritize the best one

Process:

  • User Interview
  • Rapid Sketch
  • Final Design
  • Usability Test
  • Prototype

User Interview:

Due to time constraints, I only tested with three of my friends who are potential Citypups users.

  • Interviewee #1:

Nicole, 26. A working professional who love dogs and actively looking for adoption

  • Interviewee #2:

Jo, 31. A single mom and a 3-year-old son. He would like to adopt a pup for his son.

  • Interviewee #3:

Lisa, 28. A Ph.D. student lives by herself. Want to adopt a dog as a company

case study
case study

There is a total of 3 pages of the onboarding process. My goal is to find out :

  • What went well?
  • What needs improvement?
  • Any insights?
citypups on boarding pages
citypups on boarding pages
Original Onboarding Design

What went well :

1. Users like the “little helper” guy because it’s helpful, cute and let them feel being assisted while walking through the process

2. The navigation and walkthrough is easy

What needs improvement:

1. Can’t choose more than one options of the dog they want to adopt

2. Can’t see the details of the dog size and living space

3. Confused about times, distance and hour length about the dog walking activities daily

Insights:

1. Allow multiplae choices to expand the filter options

2. Provide more details for the pending adoption dog to gain confidence for the potential adopter

3. Be clear about the dog walking activity and be more inllusive for all types of adopters

Rapid Sketch

I sketched out 4 possible solutions based on the user insights and checklist to improve the usability of this feature.

Out of these sketches, I decided to go forward with the highlighted sketch to make this feature more usable and valuable.

citypus sketch
citypus sketch
4 solutions for page 1

Page #1:

I believe that this works best for the user because:

  • It gives users a visual effect of the dog sizes
  • It provides details about the weight and breeds
  • Visually it matches the app style
1*1Bz6CymiXi-nkgbPZh4l9g.jpeg?q=20
redesign-a-dog-adoption-app-7ebdfa3d732d
4 solutions for page 2

Page #2:

I believe that this works best for the user because:

  • It has more housing types for users to choose
  • The listing style matches its branding
case study
case study
4 solutions for page 3

Page #3:

I believe that this works best for the user because:

  • With more details of the exercise time frame and frequency, users can have a better understanding

Final Design

case study
case study

Animated Prototype

case study
case study
Prototype for onboarding page

Usability Test:

I did a remote usability test on UsabilityHub: 4 out of 5 testers prefer the “After” version.

report
report
Excel report

After Thoughts:

  • The onboarding process is the first impression of an app. It usually takes only a few seconds but determined if it can “hook” a potential customer.
  • Design a good onboarding process is not easy but fulfilling

If you like the case study, please don’t forget to “clap:).” To find out more practical case studies, please go to DailyUXSolution or follow me.

Feel free to reach out to me at LinkedIn or [email protected]

Stay tuned, and have a nice day!❤️


report

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