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Onboarding process redesign · Internship

Music Room

Networking App for College Musicians

Music Room

Networking App for Musicians

Music Room

Networking App for College Musicians

Music Room

Networking App for Musicians

​Overview

Working

Prototype

Created in Adobe XD, over the course of 

2 weeks.

Working

Prototype

Created in Adobe XD, over the course of 

2 weeks.

In Progress

Detailed case study coming soon

|Project Details

QR Menu is an online menu-design platform that allows restaurant owners to design a scannable QR-powered digital menu. However, despite its high SEO ranking, the platform was not attracting enough new clients, as most would leave during the onboarding process, without publishing their first menu.

This is a story of how I redesigned QR Menu's onboarding experience and increased the percentage of new clients who publish their menu by 25%.

Team            Myself (UX/UI)

                   Alexis H. (UX)

                   Niah R. (UX)

Tools            Adobe XD

                   Figma

                   Illustrator

                   Premiere Pro

 

Challenges   Accessibility

                   2-week deadline

                   Creating a one-minute advertisement deliverable

Impact          Won the "Delightful Design Award" out of 70+ projects

                   Chosen as exemplary work for future groups

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

|What are QR Menus?

QR code menus are digital menus that are accessible for restaurant-goers through their devices after scanning a QR code. QR-code menus are easily sharable and modifiable and are known to reduce menu-printing costs while modernizing the dining experience.

Besides allowing clients to design responsive QR code menus, QR Menu's menu-building platform also allows menu customization, access to valuable analytics, and ordering QR code stickers.

|The Problem

According to the company metrics, on average 10% of new users who start the onboarding process publish their QR menu. This leads to the question - 

How can we improve the onboarding experience to increase the percentage of new users who publish a menu?

|Project Goals

Our high-level goal was to redesign the onboarding process to increase the number of new users who publish their menus. Specifically, we aimed for 30% of new users to publish a menu, and for 90% of them to do it without contacting QR Menu. 

This project's scope was to identify the issues surrounding the user experience portion of the onboarding process, build a new prototype based on that research, and implement the new design.

|My Role

Being the only UX/UI designer, I led the redesign with the help of my product manager over two weeks in November 2021 and supported the developers during the initial implementation.​

My design process for this project is shown below:

Chapter 1

Empathize

|Why Aren't New Users Publishing Their Menus?

To understand why only 10% of new users publish a menu, I performed the following tasks:

  • Heuristic Evaluation of the current onboarding process

  • Interview of Head of Marketing*
  • Competitive Analysis

Due to no users being available for interviews, I decided to interview the head of marketing to collect qualitative data.

|Interview & Main Takeaways

To better understand the company goals and the desired user experience, I interviewed the head of marketing, who brought most customers through direct advertising, and helped them with creating accounts/onboarding. The interview was semi-structured, as I wanted him to share as much as he could about users' reactions to the onboarding process.

Below are the main takeaways, which helped us conclude that an intuitive and informative onboarding process is essential to increase the number of new clients who publish their menus.

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

|Main Issues Found

|Pain Points & Proposed Solutions

 

After completing the research and using the 2 services I chose to analyze, I proposed solutions to the pain points I found.

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

Chapter 2

Define

|Persona Development

 

Based on my research, I developed a user persona that demonstrates QR Menu's target clients' goals and pain points when it comes to the onboarding process.

Chapter 3

Ideate

|User Flow

 

Based on the proposed features and the business requirements, I designed the new onboarding process' user flow. Users can now select their business type, menu language, theme (dark/light), logo, and banner. In addition, users can select a font combination, menu categories, and corresponding menu items and provide their social media links. The signup button appears in the end, as users are urged to create an account, which automatically publishes their menu.

|Sketches

 

Once we figured out the app's main features, I began coming up with ideas for the UI. Due to the approaching deadline, we did not create a paper prototype and had to go straight into making a high-fidelity one. 

Here are some quick wireframes of the home screen, as well as the search and the profile screens:

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

Chapter 4

Design Solutions & Prototype

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

|High Fidelity Prototype

 

Click here to view the full Adobe XD prototype.

Conclusion

|Concerns and Potential Solutions

 

Due to the 2-week deadline, we had to make a lot of compromises and give up on features that would improve the users' experience. Below are some of Fentra's existing flaws, with potential solutions. 

  • Concern #1: How can Fentra guarantee the safety of its users and protect them from fake meetups?

  • Potential Solution: A panic button should be integrated into Fentra's system, as well as a "report" option.

  • Concern #2: What about people who don't like mobile photography?

  • Potential Solution: Expanding Fentra's services to include other activities such as cooking and even exercising together.

  • Concern #3: How do I know that people are not lying about who they are?

  • Potential Solution: A future version of the app could have an age verification tool that would ensure the age and identity of Fentra's users.

  • Concern #4: What about people with mobility issues?

  • Potential Solution: Unfortunately, the only solution to this would be creating/joining meetups as nearby as possible.

  • Concern #5: How should I use the app if I have bad eyesight and can't read the text?

  • Potential Solution: For those with partial vision impairment, a possible feature would be a font-resizer, which would allow users to increase the app's font size.

|Future Product Features

 

Below are features that would resolve some of Fentra's remaining pain points and improve the user experience.

|What's Next

 

The project's initial version has been implemented and increased the rate of new users who published a menu by 25%, passing our initial goal by 5%. The next step will be conducting remote usability testing and changing the onboarding process accordingly. I also believe that more could be done to ensure that users keep editing/using their menus after publishing - however this will require redesigning QR Menu's dashboard and editing tools.


If I were to keep working on this project, I would collect more qualitative data by interviewing users and observing them interact with the implemented onboarding. Once the onboarding process is complete, I would move on to redesigning QR Menu's dashboard.

|Impact (1 month)

|Thanks For Reading!

Team            Myself (UX/UI)

                    Product manager

                    2 developers

Tools             Adobe XD

                    Illustrator

                    Photoshop

Challenges    Aggressive timeline
                    Limited time for user research

Duration        2 weeks
                   

Impact          Went live in December 2021 🎉

                    25% increase in the percentage

                    of new users who publish a menu

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

Fentra

Info200 · 2021

Detailed case study

coming soon

QR Menu

Onboarding Process Redesign 

Intership

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

|Competitive Analysis

I decided to perform a competitive analysis of the onboarding processes in 2 different design platforms; Wix, one of the world's leading web design services, targeting users with little to no web design experience, and Online Menus. This online QR menu design platform targets business owners. I looked at their strengths and weaknesses to identify any pain points.

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

​Problem Statement:

 

Loneliness is a self-observed state, which can hurt one's emotional, as well as physical well-being. Loneliness is most prevalent among women over-50 and is expected to increase by 49 % in that age group by 2025.

Fentra combats the problem of loneliness among older women by providing them with a safe environment to form meaningful connections with each other through practicing mobile photography as a hobby. 

The complete research can be found here

|Business Goals Consideration

 

I realized that we could increase menu publishing rates by letting new users publish a menu as a step at the end of the onboarding process and moving the signup to the end. Thus, we identified two more opportunity areas:

|Heuristic Evaluation

I started by analyzing the current onboarding process, loosely following Nielsen's ten design principles to identify any usability issues.

|Project Details

QR Menu is an online menu-design platform that allows restaurant owners to design a scannable QR-powered digital menu. However, despite its high SEO ranking, the platform was not attracting enough clients, as most would leave during the onboarding process.

This is a story of how I redesigned QR Menu's onboarding experience to increase the number of clients who complete it.

Please note that the project is still in progress.

|Additional Requirements

 

After I finished the heuristic evaluation, my PM let me know that there are a few guidelines that the new onboarding process has to follow:

  • It needs to function as a "product demo" without the need of signing up

  • It needs to give users an overview of the platform's main tools

  • There should be a phone wireframe on the side of the screen that visualizes every step

  • The users should be urged to sign up after completing the onboarding process

|Business Requirements

 

After presenting a set of pain points and my proposed solutions to the PM, we brainstormed a few additional opportunity areas that could improve user experience and help reach business goals:

  • Move the Sign-Up screen to the end to increase the sign-up conversion rate

  • Provide an overview of the platform's tools

  • Increase visibility with a menu visual

|Wireframes

 

After getting feedback from the PM regarding the user flow, I created a few wireframes that show the vision I had for the layout of the onboarding process.

|Live Product Screenshots