Hannes Winbäck

UX | Interaction Design | Cognitive Science

Designing The User Onboarding Experience – Master Thesis

Designing the user onboarding experience for analytics software

This master thesis investigated what to consider when designing an onboarding process for analytics software to best assist first time users. The project was executed by two master students at master’s program of interaction design at Chalmers University of Technology in collaboration with an industrial partner.

A design process which included activities with a clear purpose and outcome was used to reach a desired result. From a literature study a quality framework was produced which was used in benchmarking expert evaluation of several onboarding processes. A clear weak point of the onboarding process was identified and used as a starting point for further exploration. Two iterations of prototyping and remote user testing –  by using the service usertesting.com – explored design solutions for how to best assist users in the onboarding process of an analytic software.

The design process yielded three main results. First, a quality framework of qualities for a successful user onboarding and omnichannel assistance. Second, recommendations for how to design an onboarding process in analytics software and third, a concept which was created as a proposed way of meeting the recommendations in a design solution.

 

A framework consisting of qualities in a successful user onboarding process was produced as a result from the literature study. The framework was used in a a benchmarking expert evaluation.

 

Benchmarking outcome portraying UX-curves from each expert evaluation. This guided where to put focus in subsequent steps of the project based on identified weaknesses.

 

Knowing where to put focus in the onboarding process, ideation consisting of design workshop and sketching resulted in interactive prototypes which were tested in two iterations of user testing conducted by using the service usertesting.com.

 

Based on the two iterations of prototyping a design concept was created as a proposed way of meeting the recommendations, when designing for onboarding new user in analytics software.