Creating User stories: From New User to Promoter
First sketches of the possible user personas of the product.
With the objective of better understanding the individual context of the different users of our product at Airtame we held a workshop involving different departments of the company to gather all the different views and knowledge about our customers. This workshop was held as part of the bigger project Airtame: Onboarding project.
Example of one of Airtame's user segments.
Depictions from the different segments were created to give the participants an overview of the users' context and how this affects the user experience with the product. Their task during the workshop was to define how a new user will be able to become a promoter of the product. The steps defined for that process were: User during onboarding process, Onboarded user and Promoter.
The participants received a kit that included cards with the different personas corresponding to their user segments, content cards (touch points) and content templates that permitted them to further develop their content pieces.
Each team had to create a journey for their target persona and define the type of content these personas will use or need during the process for becoming promoter of the product. They also had to think on the way other personas where involved in the specific persona's experience.
While they were deciding how the journey should look, the teams where hanging the content to depict the perfect process for their persona.
At the end of the workshop together the participants mapped in the cross the content pieces to be design. The impact was measured according to it's relevance in the customer's experience and the effort according to the resources it will demand from the design team.
Prioritization of the content pieces for the design team.
As a way of summarizing the ideas gathered by the teams and making them actionable for the company a report was created to prioritize and describe the potential of each of them.
After this workshop the tangible outcomes are a group of printable guides that users can download from our help center. The guides are customisable pdfs the users can dispose how it better suits their use cases. They are also translated into Spanish, Danish, German, French and Dutch.
Customisable printable guides for each user case. Accessible here.
Another content piece implemented were the email templates for the different types of users that will need guidance and onboarding to use the product. This templates are available for the users to customize the content for their specific use case.
Onboarding colleagues section created from the general design process with the general onboarding. Accessible in: help.airtame.com
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.