I designed this solution for The Contentment Foundation, an educational NGO that offers a wellbeing learning platform to schools internationally.
This project was focused on the platform’s onboarding redesign since users seemed to be unable to complete it successfully and many support tickets were being raised.
My Role: UX Designer, Researcher and Ideation Workshop Facilitator.
The Team: fully remote team of 6.
Ana - UX Designer (Qatar)
Rommy - UX Designer (Netherlands)
Flo - UX Designer (Taiwan)
Kristina - Implementation Director (Thailand)
Dipesh - Chief Technology Officer (India)
Lakhan - Developer (India)
Duration: 3 weeks.
Tools: Figma, Miro, Trello, Zeplin, G Suite (Drive, Slides, Forms), Slack, Zoom.
Problem
A long onboarding process - 19 steps - without any guiding assistance for the user, which caused frustration and many open support tickets for the business.
Challenge
To make the onboarding process as simple as possible to serve the global user base while retaining/rewiring the conditional business logic behind it.
TCF is a globally-minded organization working with a globally distributed team. Plus each member of our design team was based in a different country, so matching all of those different time zones and availability was definitely a challenge.
Deliverables
Research insight & findings concerning competitors, user types and behaviour
Personas and scenarios
Experience map and user journeys
Information architecture
Design and usability recommendations for improvement
User flows and screen flows
Product sketches and wireframes
High fidelity mock-up
Prototype of design
A final presentation to the client which summarizes the UX work
Outcomes
✓ Designed features such as “progress bar”, “guided tour” and “revamped subscription page” removed roadblocks for their users
✓ 26% reduction in onboarding length
✓ Rewired flow meeting user's feedback while retaining business logic
✓ Heuristics compliance
✓ Design system
✓ Final High-Fidelity mock-up handed over to developers
A glimpse of the design process….
Final High Fidelity Wireframes
Let’s fast forward lots of iterations, as well as our Low and Mid-Fidelity wireframes. Below you can find four High Fidelity Wireframes that tackle each one of those 4 user’s pain-points: platform’s navigation; flexibility; guidance and lastly, the verification process.
Suggesting an Accessibility Review
Due to this projects’ timeframe and scope, these designed screens follow the client’s current style guide, which is not accessible.
Therefore our team suggested an Accessibility Review since the current colours did not pass the accessibility check.
To provide a sample of what accessible screens would look like, I designed the following ones.
Final Prototype
Client’s feedback
"This was a great experience to understand our users. Thank you for sharing this great design. We are definitely looking forward to implementing this."
— Lakhan Samani, Full Stack Developer at The Contentment Foundation.
“The onboarding redesign was a fantastic experience. Seeing the final prototype was very powerful. It was clear that you listened intently to our educators and imagined a process that would support their every need. Your recommendations will help to increase accessibility so that millions of educators worldwide will have access to these tools. I am extremely grateful.”
— Kristina Blundon, Director of Implementation Fidelity at The Contentment Foundation.