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Transforming Onboarding: Elevate Your Rax Experience from the Start!
PROBLEM STATEMENT
The initial onboarding process was overly complex and lengthy, involving 8 screens to explain core features without an option to skip. Additionally, the app’s dependency on location data led to repeated prompts for address input when users denied location access, causing frustration and high drop-off rates. How might we streamline the onboarding process for Rax to reduce user frustration and drop-off rates, while ensuring users understand the core features of the app and provide necessary location information in a more engaging and user-friendly manner?
From Old to New: Transforming Our Onboarding Experience
Here is the new revamped flow for Onboarding new users
1. Streamlined Signup Process: Reduced the number of initial screens from 8 to 3.
2. Contextual Guidance: Introduced tooltips and pop-ups that appear when users interact with a feature for the first time. Provided concise, relevant information only when needed, reducing cognitive load.
3. Mandatory Address Input: Inspired by Uber Eats, we made it mandatory for users to input an address during onboarding if they deny live location access. This ensures the app can still function effectively without constant prompts for location data.
1. Streamlined Signup Process: Reduced the number of initial screens from 8 to 3.
2. Contextual Guidance: Introduced tooltips and pop-ups that appear when users interact with a feature for the first time. Provided concise, relevant information only when needed, reducing cognitive load.
3. Mandatory Address Input: Inspired by Uber Eats, we made it mandatory for users to input an address during onboarding if they deny live location access. This ensures the app can still function effectively without constant prompts for location data.
Now, let's dive into some key changes I made
SOLUTION
Mandatory location input
The app’s functionality depends on location data for key features. Users who denied location access had to be repeatedly asked for their address, disrupting their experience.
Therefore, we decided to include it in the onboarding flow. Even if users decide to deny live location tracking, they have to enter an address for the features of the app to work seamlessly
Mandatory location input
The app’s functionality depends on location data for key features. Users who denied location access had to be repeatedly asked for their address, disrupting their experience.
Therefore, we decided to include it in the onboarding flow. Even if users decide to deny live location tracking, they have to enter an address for the features of the app to work seamlessly
Progressive Onboarding
To enhance the user experience of our app, we implemented a progressive onboarding strategy. This approach helps users navigate through our app’s features and processes without feeling overwhelmed. Given that our app’s flow can sometimes involve multiple steps or unfamiliar features, we have adopted several methods to ensure a smooth onboarding experience:
1. Guided Tours: For features that are unique or might be unfamiliar to users, we provide guided tours. These tours offer step-by-step instructions and highlight key functionalities, ensuring users understand how to use these features effectively.
2. Contextual Guidance: In areas where the process involves multiple steps, we offer contextual guidance to help users stay on track. To assist with this, we provide tooltips and reminders at each step, ensuring users complete the necessary actions without confusion.
To enhance the user experience of our app, we implemented a progressive onboarding strategy. This approach helps users navigate through our app’s features and processes without feeling overwhelmed. Given that our app’s flow can sometimes involve multiple steps or unfamiliar features, we have adopted several methods to ensure a smooth onboarding experience:
1. Guided Tours: For features that are unique or might be unfamiliar to users, we provide guided tours. These tours offer step-by-step instructions and highlight key functionalities, ensuring users understand how to use these features effectively.
2. Contextual Guidance: In areas where the process involves multiple steps, we offer contextual guidance to help users stay on track. To assist with this, we provide tooltips and reminders at each step, ensuring users complete the necessary actions without confusion.
There was another problem with Onboarding users to the new version..
We successfully transferred all the listings and information from our old users to the new app. However, we couldn’t migrate their passwords from the no-code builder. To prevent any frustration for returning users who might have trouble logging in, we adjusted the login process.
Seamless User Experience and Fortified Security
Let’s explore the impact of this change on user experience and security:
1. Simplified Process: The new password reset modal streamlines the process for existing users. Instead of thinking about why their passwords aren't working, the modal explains that since we are migrating to a new version, the users need to set a new password for better security. Also, it reassures them that their previous listings have been migrated over so they won't have to list the same things again
2. Faster Recovery: By providing a link via email, users can quickly reset their password without remembering additional details or answering security questions. This improves efficiency and minimizes frustration.
3. Robust Identity Verification: The email-based password reset ensures that only authorized users can reset their passwords. This verification step prevents unauthorized access and strengthens security.
4. Avoiding Insecure Methods: By avoiding security questions (which can be guessed or socially engineered) and relying on email verification or SMS codes, you enhance security. These methods are harder to compromise than traditional security questions.
1. Simplified Process: The new password reset modal streamlines the process for existing users. Instead of thinking about why their passwords aren't working, the modal explains that since we are migrating to a new version, the users need to set a new password for better security. Also, it reassures them that their previous listings have been migrated over so they won't have to list the same things again
2. Faster Recovery: By providing a link via email, users can quickly reset their password without remembering additional details or answering security questions. This improves efficiency and minimizes frustration.
3. Robust Identity Verification: The email-based password reset ensures that only authorized users can reset their passwords. This verification step prevents unauthorized access and strengthens security.
4. Avoiding Insecure Methods: By avoiding security questions (which can be guessed or socially engineered) and relying on email verification or SMS codes, you enhance security. These methods are harder to compromise than traditional security questions.
