HPE

Enhancing HPE Customer Onboarding Experience

Led the redesign of HPE's user and device onboarding experience to reduce complexity, improve accessibility, and enhance customer satisfaction. Focused on simplifying the journey for discovering, trying, and purchasing HPE services through a streamlined, automated interface. Delivered measurable results by reducing user frustration and improving activation efficiency.

Problem

  • Complexity and Frustration: The onboarding process heavily relied on users' understanding of the layout architecture, leading to:

    • A steep learning curve for new users.

    • Increased frustration and difficulty navigating the platform.

Opportunity

  • Enhance Customer Journey: Simplify the process of discovering, trying, and purchasing HPE services.

  • Streamline Activation: Create a seamless, automated interface for device and subscription setup.

Process

  • Conducted user research to identify pain points and map the current onboarding journey.

  • Organized a Design Jam with cross-functional stakeholders to ideate solutions.

  • Developed and tested a prototype to validate the new streamlined onboarding flow.

Results & Metrics

  • 40% Faster Onboarding: Usability testing sessions revealed a 40% reduction in time-to-completion for onboarding tasks after simplifying the process.

  • 30% Higher Efficiency: Analytics tools tracked a 30% decrease in the time required to activate devices and subscriptions on the platform.

  • 25% Improved Customer Satisfaction: A Pendo survey conducted post-onboarding showed a 25% increase in CSAT scores, with users praising the new streamlined experience and intuitive design.

  • 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.

  • Others: Fig Jam, Slack, MS Teams, MS Outlook, Notion, Jira, and Smartsheet

  • 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

  • Affinity Mapping Helped Identify Problems

    • Showing Progress and Success

    • Active and Contextual Guidance

    • Seamless between transition provisioning app and device activation

  • 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?

  • 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.

  • 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.

  • Create User Flows

    Each participant created a simple user flow that highlighted the best solution to what they considered the biggest problems.

  • 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.

device final1.png
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