After making a revised onboarding stream for a fintech app, my design workforce had simply three days to check and fine-tune it for our shopper. As a result of we didn’t have sufficient time to assemble person suggestions, I wanted one other strategy to shortly refine the stream and exhibit its impression.
I developed an evaluation technique to streamline the onboarding steps and quantify how a lot easier they’d grow to be. Once I offered the up to date stream to the shopper, they authorised our design, and we instantly carried out the adjustments.
Since then, I’ve used the identical approach to strengthen current person flows for extra shoppers. It’s a easy technique that saves time, improves usability, and exhibits the effectiveness of your design selections to stakeholders.
Consumer Circulate Evaluation in 4 Steps
Consumer flows map out the trail a person should take to finish a job, equivalent to onboarding, subscribing, and checkout. Designers might make person flows throughout the product growth course of or as a part of common UX evaluation after a product has launched (particularly when updates and new options are carried out).
A product’s person stream is important to UX, and it must be used alongside person analysis and user path analytics. The Interplay Design Basis underscores its significance: “The higher you facilitate the person shifting from begin to end on a selected course of—the better the product is to work with and the extra seemingly that you’re to ship an superior person expertise.”
Any designer or design workforce can make use of this four-step stream evaluation to reinforce UX and assist customers full duties that help enterprise objectives. For instance, I’ll apply the approach to an app onboarding instance.
Map the Present Course of
Step one is to look at the person path by noting every motion required to finish the duty, equivalent to gestures, face scans, or viewing updates like snackbars. Right here’s the onboarding stream instance labeled with every step the person takes. On this case, the stream makes use of 5 actions: wait, scroll, faucet, kind, and observe an exterior hyperlink. Whether or not you create a digital person stream or a bodily one with boards and sticky notes, it’s useful to position the motion labels close to the associated screens (or display screen representations) to visualise the steps.
This instance stream entails many steps throughout a number of screens, and it’s clear that it must be streamlined. However the variety of actions isn’t the one measure of how demanding a course of is for the person. Some steps are extra taxing than others. For instance, it takes extra bodily effort to kind than to faucet. To judge the person stream, we’d like a strategy to quantify every motion.
Rank Actions by Complexity
The subsequent step is to think about the time and psychological or bodily effort every step requires. For instance, deciding between two choices demands mental energy, even for seemingly small selections. However, typing takes physical effort (significantly on cellular). Different actions might solely take psychological effort with no bodily motion, equivalent to ready for a snackbar to vanish. The mixed psychological and bodily effort that customers should take to achieve their objectives is the interaction cost.
I like to recommend growing a easy hierarchy for the actions in your person stream, from best to hardest. Figuring out an motion’s problem is much like rating the severity of usability issues: As a result of subjectivity is concerned, you want constant standards (on this case, time and psychological and bodily effort) when evaluating the actions towards each other. (In case you have the chance, observe customers working with the prototype to assist affirm your rankings.)
Subsequent, assign every motion a coloration and some extent worth. I favor pink for essentially the most difficult and grey for the only. The harder an motion is to finish, the upper its level worth must be. Right here’s how I broke down the actions in our person stream instance:
There could also be variable complexity even with the identical exercise. Scrolling will normally be a easy job, however what if a person is scrolling to learn a sophisticated authorized doc? In that case, you can create a label that displays the complexity higher, equivalent to Learn.
In the event you’re working with a workforce in particular person, attempt placing the screens up on a board and utilizing colourful sticky notes for the motion labels. It is a enjoyable strategy to visualize the person stream as a bunch and see the method from a brand new perspective. For distant collaboration, attempt on-line whiteboard instruments like FigJam or Miro.
When you’ve labeled every motion, multiply its assigned worth by the variety of instances it seems within the stream. You possibly can then add the factors for every motion collectively to create what I name an “effort complete.” (We’ll discuss extra about what this quantity means later after we measure impression.)
Streamline the Consumer Circulate
When you’ve calculated a baseline effort complete, return via the person stream and establish locations you could possibly mix or simplfy steps. Deal with lowering the variety of actions or changing advanced actions with easier ones. As an example, you’ll be able to typically cut back tapping by combining screens. That mentioned, it’s finest to not merge screens that include advanced info. For instance, customers might get overwhelmed if in case you have cost and person info fields on the identical display screen. That’s why it’s higher to goal to lower complexity reasonably than deal with decreasing the variety of screens.
It’s also possible to incorporate automation to ease the person’s burden. As an example, an app may robotically fill in a safety code despatched by way of textual content or detect the person’s nation so that they don’t have to kind it.
In our person stream instance, screens two via 5 are advertising and marketing microcopy and a welcome message. There’s no want to make use of a number of screens for that info, so we are able to mix them. You can additionally make the keyboard robotically open each time there’s a display screen with an enter subject so the person doesn’t must faucet earlier than typing. Some enter fields will be mixed into one display screen, such because the username and e-mail handle. Whereas not relevant in our instance, one other strategy to make onboarding extra environment friendly is to incorporate superior options, equivalent to permitting customers to scan cost playing cards as a substitute of typing the credentials.
Lowering this stream from 15 screens to seven makes it simpler for the person to finish the important job of account setup. Most apps don’t need extensive onboarding processes or explanations. As an alternative, it’s finest to maintain onboarding temporary and targeted on needed steps.
You might have to show to your shopper or different stakeholders that the streamlined person stream you’ve created is price implementing. For instance, the shopper may very well be hesitant to take away onboarding screens that showcase the app’s many options. In the event you obtain pushback in your proposed adjustments, it’s finest to help your case with numbers. Spotlight the variety of customers who go away the app earlier than finishing onboarding, or who obtain the app and don’t use it once more. It’s also possible to share examples of apps which have extra seamless onboarding flows with the shopper to exhibit the distinction in expertise.
Even additional, with this person stream evaluation technique you’ll be able to quantify the impression of the improved stream. To do that, calculate the full effort rating of the brand new model, and examine it to the unique rating.
Figuring out the hassle scores of each person flows, we are able to quantify a change in usability between the 2 variations and use the end result to help our design selections to stakeholders. To take action, merely divide the distinction between the brand new and authentic flows (29 factors) by the primary rating (78 factors) and multiply by 100. Within the case of our instance, the brand new onboarding stream is 37% easier than the unique.
I prefer to share the adjustments with shoppers in a presentation to underscore the impression of the updates and the logic behind eradicating actions or steps. Testing the stream with a couple of customers may also help you validate the outcomes of the design course of. If wanted, you’ll be able to repeat all 4 steps to additional streamline the stream.
A Extra Environment friendly Product Growth Course of
After utilizing this technique, affirm that the stream equips customers to efficiently navigate the product and obtain their objectives by gathering suggestions. As well as, analytics will present the place customers go away the product or fail to finish a job and any adjustments within the bounce price because of the updates. With the fintech app I first tried this system on, we decided via qualitative testing that customers have been glad with the brand new onboarding course of and didn’t expertise interruptions when the product was up to date.
I’ve discovered that this four-step person stream evaluation approach is a fast, efficient approach to enhance UX and maximize effectivity within the product growth course of. Use it to simplify duties for customers and to quantify the impression of your design selections.