Majoo User Onboarding
Optimized the user onboarding process for a software product, simplifying registration steps and reduce customer acquisition cost.
Role - Team
Product Designer - PM, Researcher, Writer
Date
Nov 2022
Business Objective
Majoo is a cloud-based point-of-sale (POS) system specifically designed for small and medium-sized businesses in Indonesia. This system offers a comprehensive set of features, including inventory, sales tracking, and reporting.
During the period of 2023-2024, Majoo's primary goal will be to acquire more than 40,000 active users. However, as the number of users increases, we want to increase CVR and reduce the need for manual assistance during onboarding.
Business Concerns
Concerns about the scalability and human resources of manual processes for product onboarding and activation.
Business Initiate
We want to increase CVR and reduce the need for manual assistance during onboarding.
What are the challenges?
Technological limitation
Discovery Problem
We need to evaluate the existing product, identify user pain points and needs, and validate the problem statement with gathered insights for consideration in the revamp and improvement process. Here are some of the steps we have taken:
Workshops involving the Technical Support, Sales Team, and Marketing Team of Majoo to brainstorm potential problems and solutions.
Conducted user interviews with Majoo users.
Mapping flow to understand the onboarding behavior and identify users' pain points.
Top Problem Statement
Findings:
Registration option
In the registration process, users do not continue the proceed to verify their email
Problem identified:
Users often forget their passwords and require instant sign-in on web platforms, especially social media platforms where they already have existing accounts.
The account verification process lacks immediacy.
Onboarding
Existing upload product does not accommodate the various product needs of businesses users.
Banner Blindness
Most users don't read carousel banner content; they often can't find the guide and end up spending about a month in one-on-one training with the opr team, with extra charges.
Findings:
Most users directly contact Customer Service team instead of exploring the page
Most users need cs team to help activate (subscribe) their product
Problem identified:
We do not provide tasks for users to do or step-by-step tutorial information to drive users using POS
The Call-to-Action (CTA) for subscribing is unclear.
How to make the verification process easier for users?
How we help users better understand how to use and get the value of our product?
How we help enable users to make purchases more quickly and independently?
Design Process
Before we proceed to the design stage, we conduct competitor analysis to evaluate similar products and also organize ideation sessions involving other stakeholders.
We set priority our ideas because of our limitation technology we need to find Idea with the most feasible option and low technical effort required.
We prioritized the list of features based on their significance and potential impact, leading us to choose features simplify register with SSO, onboarding checklist progress, and product tours for Phase 1 of the project due to their pivotal role in achieving project goals
objetives
Enhanced user experience journey
Efficient customer acquisition cost (CAC)
Boost activation rate
New Journey Flow
Users experience a value moment that motivates them to continue accessing Majoo within the first 14 days after installation and activation.
The Final Design
After understanding the users needs, problems, and behavior in relation to the company's vision and product development priorities, we generated several design solutions. Here are the solution:
Personalization user process for understanding the user needs and customizing the experience to meet their individual needs
How to execute, I divide the execution into two categories
Things that happen inside the app I use some product bumpers to shows the user what to do within the product:
Product tours, I use tooltips to guide people through critical onboarding steps.
Checklists, set a list of the mission-critical steps in onboarding, to help people to understand the steps they need to complete in order to experience value.
Things that happen outside the app and web — Email, Push notifications, Web push notif, remarketing ads, etc.
Highlight pricing section helps to attract customers, when customers want to subscribe it may be slightly easier and quicker to purchase. This can lead to increased sales and revenue for the business.
What's Next
We conducted user testing with 30 participants to validate the registration flow and onboarding prototype and achieving a high task completion rate of 93%.
That concludes the project overview of the final design. Please note that this project is still in the development stages. After this project release we setting cvr greater than 4%.
Things that I learned
I learned a great deal about working together with various people from different divisions of the company. At the same time I have to help user to complete their goals.
