Onboarding Users & Devices
Streamlining the user experience for HPE services became crucial due to the complexity of user setup and reliance on layout understanding, causing frustration and a steep learning curve. In response, we conducted a case study illustrating our efforts to simplify the design and enhance user guidance, resulting in improved accessibility and overall satisfaction.
Opportunity: Enhance the online customer journey for discovering, trying, and purchasing HPE offers. Create a streamlined, automated interface for effortless device and subscription activation.
Process: Conducted thorough research, organized a Design Jam, and developed a prototype.
Success Criteria: Enable customers to easily initiate and complete service orders on the HPE Platform.
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I led the entire design cycle, guiding meetings and actively participating in the facilitation of the design jam. I also wireframed and prototyped the final solution.
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Others: Fig Jam, Slack, MS Teams, MS Outlook, Notion, Jira, and Smartsheet
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This includes discovery, research, analyses and design.
Current Experience
The current experiences relies to heavily on the users understanding of the layout architecture leading to frustration and a steep learning curve.
The following is a case study explaining how we Simplified the design and enhancing user guidance to greatly improve accessibility and overall satisfaction.
Identifying Problems
User Story Map
I created a User Story Map to help us empathize and visualize the pain points discovered from user interviews.
How might we reduce the number of clicks?
Over 25 actions to complete device activation
5 Key Steps
Provision Application (Assign Location)
Add Subscriptions
Add Devices
Assign Subscription to Device
Assign Devices to Locations
Current Use Cases
How might we create a unified experience that supports customers across various business units?
How can we gather sufficient information from users' purchases to guide them towards the relevant services?
How can we facilitate the onboarding of devices and subscriptions from a centralized location.
Flow Chart & HMW Statements
Discovering Opportunities
By taking a look at Onboarding experiences from our companies, I was able to discover great features/experiences and use them as inspiration.
Competitive & Comparative Analysis
Research Study
User Interview & Journey Map
Teamed up with the research department to conduct moderated interviews, revealing critical pain points mapped out for the team's deeper understanding.
We discovered that user desires for reassurance and guidance, coupled with a deficiency in a seamless forward-moving experience, have led to confusion and a lack of overall clarity in the user flow.
I later used their feedback to create a journey map that helped visually identify the pain points within the current experience.
“Onboarding really stinks because the whole process is not streamlined.”
— User Feedback
Design Jam
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Affinity Mapping Helped Identify Problems
Showing Progress and Success
Active and Contextual Guidance
Seamless between transition provisioning app and device activation
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The Team Voted On Questions To Answer
Can we unify the experience to support customers across BU’s?
Can we know enough from the user’s purchase to direct them towards the appropriate services?
Can we create this experience with a central onboarding location?
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Lightning Demos
Each member was tasked with finding example that solved a similar problem. Some popular ideas were to provide context of XP early, let users know what the next steps are, and provide addition details when needed.
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Solution Sketches
During this exercise, each participant came up with a solutions based on the problems we agreed to focus on. The most popular ideas focused on automation and step by step guidance.
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Create User Flows
Each participant created a simple user flow that highlighted the best solution to what they considered the biggest problems.
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Combine and Organize Flows
Once all the flows were created, I combined them into one large flow and highlighted when each steps were within the larger over all experience. This helped everyone understand where their individual focus was and also how they helped to contribute.
