Step-by-step User Onboarding

Find the right and seamless way

Mapan is still in the growth stage of the product. If Mapan a home, it's like a newly renovated home, and the home is almost done and ready to welcome guests. Now is the part where we should create away from an entrance door to the garden, kitchen, pool, living room, or their room where they will stay. Make our guests come in and feel like in their home.

Because in the current Mapan app we facing a hygiene problem about the onboarding. Like, it's hard to find information about our product especially Arisan, users not familiar with the app, there is a knowledge gap when they want to create an Arisan because don't know how to approach new members outside their circle to join Arisan, UX blocker; when user wants to see the catalog in the current flow we force the user to fill their address information.

Approach

First, we did a cross-team alignment to align the problem, set the metrics, and re-learn the finding. We were mapping the metric like how many days to make the user do the job, the action, the channel, and the communication. So we came up with the hypothesis average MUM is able to create Arisan on the seventh day based on the data.

For myself, I have a responsibility in the action part. The first thing I saw was the clearest opportunity to move the blockers that force our users to fill in the address information. My judgment user still doesn't have the motivation (intrinsic and extrinsic) to fill in that information right away. It's counter-intuitive. So I move the flow when the user wants to send the Arisan goods to their address or when they want to proceed to the Arisan if MUM sends all the Arisan goods to the member's address. The intrinsic motivation is there, so we hypothesize that the drop will be smaller than the current >40%.

After that, three other problems should be solved. I was thinking if we're solving each problem with a separate solution, It will be scattered. So I was thinking about a platform that can solve all related problems. So there is an idea pop-up in my mind, gamified mission-based Onboarding that utilizes endowed effect and enforces learning as the platform and aiming the cognitive load balancing of MUM and flexibility to increase adoption.

At the Dynamics level, We utilize Progression, so users feel they have the opportunity to get somewhere. At the Mechanic level, We try to apply Challenges, challenges here is the mission that the user must solve. We also applied Feedback, in which we show the progress of users’ challenges. We also applied Rewards, where users earn something like Poin Mapan and GoPay when finishing a task.

I propose this idea to our amazing PM, Jessica, and it seems acceptable. My hypothesis this mission platform can be scalable; for example, to solve the knowledge gap and approach new members, we can create a mission to watch videos or quizzes, solve information availability, show users the information, and count as a mission. All this effort to make sure at least users can be done their job is to create an Arisan group on day seven.

I'm grateful to my team cover me up while out in surgery and recovery. The main idea of the platform and goals are still preserved. Even better because of new broader solutions and opportunities. Thanks to First, Mas Icaks, Disa, and especially Zulfa, who took over the project while still responsible for her project. It's may sound just a word, but believe me, I'm truly grateful.

My Role

As a co-UI designer and interim co-UX designer, I create the wireframe and translate it to pixel-perfect design, a prototyping specialist for usability tests, and assets hand-off management.

Process

Pre-plan (stakeholder alignment) → Empathise → Design → Prototype → UT → Iterate

Output

Findings

Based on several UT:

• Most respondents said that the onboarding process gives an impression that the app is easy to use. All the steps in the onboarding process are easy to understand, and the instructions are clear enough; thus, it makes them understand how Mapan Arisan works.

• Some respondents perceive the mission as a guideline or to-do list (preparation) to create an Arisan group in Mapan.

• Most respondents claimed that they would do the mission in their free time (over 8 pm when their kids' sleep). If they were curious about Mapan, they would do that at once, since there is a reward for that, and they also want to know more about Mapan.

Outcomes

TBA, since this effort will kick-off at the end of August 2021, the effective measure result is expected in mid-Q4 2021. Update: Based on results in the mid-Q4 2021, growth 7x on the acquisition, from 0.4% to 3%.

Prototype

https://bit.ly/new-onboarding-prototype

This prototype also can be viewed from your mobile phone, scan this QR Code from your camera or Google Lens, and open it on your mobile phone browser