ONBOARDING MVP
I designed in-context tutorials to improve trial onboarding for second-wave enterprise admins. The MVP components can be used to customize tutorial workflows throughout the platform.
OBJECTIVE
Increase post-trial retention for enterprise customers
PROBLEM
The onboarding process led to support volume and relied on costly training sessions
METRICS
• Increase onboarding CSAT
• Baseline module completion
• Decrease ticket volume
• Reduce CSM workload
USERS
Second-wave full admins
• Admins who are one or more steps removed from Samsara-led training
• Learn via fleet-led or 3rd party training
DISCOVERY
I worked with product and our research lead to establish a fact base for design.
Looking at ticket volume by product area helped us identify the most important tutorials. Our priority was a Compliance tutorial for editing HoS (Hours of Service) logs in the dashboard.
Connected Driver Ticket Volume (Q1FY22)
Product areas driving ‘how-to’ support requests
52% (~ 1200 tickets) of Connected Driver support volume was due to admin requests for help editing HoS logs in the dashboard or driver app.
While many Samsara customers could benefit from increasing their job comprehension; almost all customers could benefit from increasing their product expertise.
Graphic and analysis by Nichole Schwarz
Solution Experience: How familiar are they at using solutions (products) to solve a job.
Job Comprehension: How well a customer understands the job-to-be-done.
Gathering industry-wide onboarding trends helped us shortlist patterns for our use case. Invasiveness, discoverability, progress, and personalization were top of mind UX considerations.
Onboarding trend summary by Ishann Kansal
DESIGN
Our MVP was a permissions-based onboarding portal to help admins quickly learn essential features and build confidence using Samsara.
Learning icon provides navigation access to platform education tools
Tutorial settings allow users to personalize in-context assistance
Expanded quickstart guide with in-line video module
Guided tutorial for editing an uncertified HoS log (expanded table row with popover)
Guided tutorial for editing an uncertified HoS log (modal with how-to guide and tooltip)
Company: Samsara Timeline: 2 weeks for research and 3 weeks for design Contributors: Nichole Schwarz (UXR lead), Alana Anderson (Product manager), Stephen Kui (Senior product designer - compliance team SME), Ishann Kansal (Product designer - Onboarding trend summary), Witold De La Chappelle (Senior engineer), Jonathan Cobain (Engineering manager), Molli Simpson (Senior product manager), Miki Setlur (Design manager), and Matt Basham (Design manager)