your name here
your name here
your name here
your name here

Product Onboarding

My Role

Product Designer

Team

8 Stakeholders: 2 Internal Users, 5 Engineers, 1 Designer

Timeline & Status

2022

Objective

Create an in-product UI experience that enables faster, and intuitive (camera) onboarding.

Context

Daniel the Implementation Specialist Manages Customer Onboarding

Before the design initiative, he is tasked to wrangle data by playing spreadsheet telephone with customers in order to corral necessary information to get started—everything takes weeks.

Before: The Experience is Manual and Reliant on Tribal Knowledge

Before: The Experience is Manual and Reliant on Tribal Knowledge

Inefficient Onboarding, Customer Churn, Revenue Loss

Design and Product Development

Design and Product Development

Design and Product Development

Daniel Is Tasked to Complete a Multi-Step Onboarding Process with No Internal UI

The current workflow is not scalable with product growth. Relying on 3rd party internal tooling platforms is inefficient and is more vulnerable to security breaches.

How Might We

Build an in-product onboarding UI experience that improves implementation specialist efficiency.

A 6 Step Onboarding Workflow

1. Create an Account
2. Set up Infrastructure
a. add physical sites and enter floor plan information
b. add appliances
3. Camera setup
a. discover cameras and add streams
b. configure streams
4. Access reader setup 
5. Alert configuration
6. User management

Daniel Now Has an In-Product UI Onboarding Experience to Keep Track of Configuration Process To Add New & Edit Existing Customer Settings Alike

In this view, we are focused on the camera discovery and onboarding part of the onboarding workflow.

Interaction Design

Camera auto-discovery loading state

Auto-discovered cameras

Authenticate cameras to onboard

View stream previews of authenticated cameras

Manage all cameras

Manual camera discovery

Customer Feedback & Validataion

The new interface is a lot easier to use than before
and overall I think it's an improvement.

The new interface is a lot easier to use than before and overall I think it's an improvement.

User Scenario

User Scenario

User Scenario

Conclusion

Impact

80%

Reduction in Onboarding Time

200%

Increase in Productivity

30%

Reduction in Churn

Metrics and Quantifiable Results

Before

Before

The onboarding process with 50-1000 streams took weeks-months.

The onboarding process with 50-1000 streams took weeks-months.

After

After

The new onboarding experience of 50-1000 streams takes hours.

The new onboarding experience of 50-1000 streams takes hours.

In the past 7 days, 96% of new streams have been onboarded with the new camera discovery UI.