Improving our customer's Onboarding experience
Working at Airtame as Service Designer & UX Researcher
First illustrated customer journey
This project started as a personal initiative to use more my Service Design skills to develop internal improvement of the processes that have impact in the user experience. It was agreed with the team that we will focus on the onboarding experience of the customers with the product and the different touch points Airtame offers around its discovery, purchase and usage.
Internal Interviews with colleagues
As the first step in the process I conducted user research to familiarize my self with the product and how the customers were reacting to it. I decided to make personal tests to perceive from first hand how the experience was built. I conducted individual interviews to all my colleagues to understand the general context of the company. And finally I visited and interviewed different types of customers to see how were their experiences with the product inside their own environments* (this meaning their offices and specific network structure*).
After this process I gathered all these insights in a first illustration of a customer's user journey. This journey worked later on as an important element to help employees to see their jobs reflected on every step of the users' journey.
After a workshop I made every employee placed themselves inside the journey
From this first iteration together with other areas inside the company we mapped out the actual flow inside Airtame. We created an initial draft in a white board and then by creating a big customer journey in a wall in the office each area took turns giving me their input on what the experience was composed of.
After constructing a final version of the flow with all the team together we pointed out into the challenges and main issues of the onboarding process. Later I created a digital version of it for helping the team have a common understanding on the general overview.
Blueprint depicting the current flow of the onboarding experiece
As a summary from this process I created a report that aimed to help the team to highlight the most relevant challenges to be tackled. From this report the
Once the challenges were identified each area starting working on the improvement of the specific touch points and flows. One example of this was the creation of a more structured and updated help center.
Airtame's actual Help Center: help.airtame.com
Another example is the download page from the company's main website: www.airtame.com/download. Here I participated in the analysis of the possible user scenarios and how their specific contexts shape their use cases. The following pictures depict the download page before (left) and the new version (right).
This is the how the download page looked before.
New design of the download page, after using user insights and personas to understand the users' context of use.
This project was done in collaboration with multiple areas inside the organization, involving different people and teams. Everything visible in this document belongs to Airtame Aps and can´t be used for any type of commercial reproduction, alteration or modification of its content.