“Words matter, words have import.”
– Douglas Kennedy

Consider

What was the users perspective?

I started my evaluation by observing and interviewing the customer success team. After getting a sence of their obsticals I started to map the user experience.

Users next steps where consistently unclear

Concept

Where are our touchpoint misses?

After discovering that a core UX concern was that users were not keeping us in the loop as to where they where within their onboading experience it became clear that we needed to evaluate those touchpoints.

Touchpoints where there, but messaging was wrong.

Where are the opportunities?

The primary business initiative was to shore up some customer sucess bottle necks so that we could increase our marketing effort to scale customer leads. It was clear that we could get some messaging wins with and without help from engineering.

We needed to adjust our existing messaging and display consitant next steps.

Create

How did we pivot?

Original roadmap had us creating an inbox or notifications area within the customer portal. I adapted this idea to be a part of the primary login page, to help a user understand were they where in the lifecycle of their membership.

1. To better setup future initiatives and 2. To better map solution to pain

Conclude

How’d it turn out?

We believed reducing a user's onboarding friction would result in increased engagement. We knew we succeeded when the average time to confirm an appointment had increased by 15%..