Project 1

Introduction

Honeycode onboarding flow

Honeycode pivoted to a template first strategy which meant we wanted customers to start with a template rather than from scratch. However, customers ran into several friction point before even creating their first app. The first part of the project was to stop the bleeding. The second part was to create an enjoyable and informative template viewing experience.

Goals

Decrease drop off rates from first time users

Increase app creation numbers

Increase template exploration

Statistics

80%

of first time users dropped off the site before creating their first app.

10%

dropped off before picking a template.

Impact

75%

reduction in template abandonment within 10 minutes.

100%

increase in template exploration.

30%

uptick in app creation numbers on week 1. (5%, 10%, 15% for the 3 weeks afterwards)

Process

Process steps

Competitor Analysis + User Journey

Compare onboarding flows across multiple competitors in the no code low code space evaluate our current onboarding user journey and come up with opportunities and recommendations.

Requirements + push back

Gather requirements, push back, and get buy in for a new onboarding design proposal.

Design

Create mock ups of the experienece.

Ship in incremental phases

Work with PM and Eng to ship the new onboarding experience in 4 release waves.

Process

Journey map

Customer sessions

Pain points

After signing up for the first time, customers land on this mandatory questionnaire modal. There are 6 questions total and the goal was to collect data for future product enhancements.

Pain point

Mandatory questionnaire

After signing up for the first time, customers land on this mandatory questionnaire modal. There are 6 questions total and the goal was to collect data for future product enhancements.

Mandatory without reason

Customers were frustrated because they had to complete this questionnare. There was no close or skip button. Overall, it left a bad first impression.

Unreasonable questions

Customers did not like the company revenue question and the selections had numbers in the millions which were not inclusive to small businesses.

No escape hatch

In addition to making the questionnaire mandatory, some questions didn’t have an “other” option or type your own response. This meant customers had to pick even when they didn’t want to.

Pain point

Empty dashboard

After completing the mandatory survey, customers were dropped into an empty dashboard with conflicting call to actions.

Unclear call to action

The ‘Get started’ and ‘Create app’ buttons were confusing because they opened up the same modal but had different wording.

Misleading tooltips

Tooltips took customers away from the task at hand which was to create an app. The tooltip took customers to teams which only had a team list and no other actions.

Confusing navigation

Some customers thought they needed to interact with the new experience guide, and when they clicked on it, it opened a new tab and took them out of the experience. At that point, they didn’t know how to navigate back to this tab.

Pain point

Selecting a template

Customers who did make it to the create app process would land on a modal prompting them to use the new experience. After selecting that, they would land in a template gallery where templates were depicted with icons, a name, and a short description.

Redundant modal

We had launched our new experience for a couple months now and that extra modal didn’t serve a whole lot of purpose. At that point, it was just to host the old classic builder entry point.

Bad template gallery experienece

The template gallery did not provide customers enough information and it as hard for them to select the template they needed.

Design

Meaningful onboarding

Reccomendations

Don’t force users to fill out a survey

Do leverage the survey to create more delightful and personalized CX.

Don’t land users into an empty dashboard with irrelevant info

Do drop them directly to a special template selection screen

New flow

Step 1: Tell us about yourself

Customers land on a short questionnaire while also being told that completing this will customize their experience.

New flow

Step 2: Select a recommended template

Customers will get top recommended templates based on their answers from the survey.

New flow

Step 3: Explore template

Customers can also explore templates in our template gallery. The new upgraded template gallery experience is vibrant and informative. Each template has a full of life image along with additional descriptions after clicking in.