Onboarding Experience at MyCaptain
User Onboarding coupled with storytelling
Client
MyCaptain
Services
Design Manager
Industries
Edtech
Date
April 2023
Results
After implementing the new onboarding process, we saw a significant improvement in user engagement and satisfaction. Users were more motivated to complete the onboarding process, and they found the new storytelling features to be more engaging. The redesigned onboarding process was also more intuitive and user-friendly, making navigation easier for users.
35% of testing users reported increased motivation to complete the onboarding process with the redesigned platform.
45% of testing users planned to spend more time on the platform with the new storytelling experience.
Research
We conducted extensive user research to understand the pain points of the current onboarding process. Here's what users shared:
"The forms are too long and tedious. It feels like a chore to fill them out."
"I feel isolated during the onboarding process. There's no interaction with other users or the MyCaptain team."
"I don't understand the purpose of providing so much information during onboarding. What is it used for?"
Goal 1: Simplify Onboarding
We aimed to simplify the onboarding process by splitting it into two parts: user onboarding and course onboarding. This was to prevent users from feeling overwhelmed by the amount of information they had to provide at once.
Goal 2: Engage Users
We introduced storytelling elements into the onboarding process and a visual animation that created a digital resume as users filled out their form. This made the process more engaging for users.
Goal 3: Personalize Course Onboarding
We personalized the course onboarding process with a video where the co-founder and mentors welcome the users. Users then take an oath/pledge and choose a track: "upskilling or placements."
Testing using Maze
We conducted testing with 30 participants and received valuable feedback that helped us refine the onboarding process:
The storytelling elements and visual animation were well-received, with users appreciating the dynamic creation of their digital resume as they filled out their form.
The split between user onboarding and course onboarding was effective in preventing users from feeling overwhelmed.
The personalized course onboarding, featuring a welcome video from the co-founder and mentors, was a hit among users. They felt more connected to the MyCaptain community and were excited to take the oath/pledge and choose their track.
Users found the redesigned process more intuitive and user-friendly, which improved navigation and overall user satisfaction.
However, we also identified areas for improvement:
The checklist inside the course-specific page was often overlooked, suggesting that we need to make it more prominent or engaging.
Some users dropped off at the "Tell us what you are doing currently" screen, indicating that we need to make this step more engaging or clear.
There were high misclick rates on some screens, suggesting that we need to refine our prototypes to better match user expectations.
💎 Learnings
This project was a valuable learning experience. It taught me the importance of user-centric design and iterative testing. I learned that even small changes can significantly improve the user experience if they address the right problems. The introduction of storytelling elements and a visual animation that created a digital resume as users filled out their form was a novel approach that proved to be very effective.
Team: I would like to give credit to my team, who helped make my vision possible: Sarath (Lead Frontend Developer), Krithika (Lead Product Designer), Krishna (UI Designer), Sharanya (UX Researcher)