When someone can't understand how a product works, it carries frustration and discomfort. We have as a premise that a software user trusts an application to deal with well-known business processes. So, it is unproductive if they can't achieve results, solve problems, and gain scale from day one.
Keep in mind that any company, especially SaaS companies, can't risk losing clients due to a mediocre onboarding experience.
Our call was to approach the first-time user experience as an opportunity to guide customers through the features. Using a walkthrough resource as an invisible "helping hand" to guide their onboarding.
TalentGuard offers enterprise talent and career management solutions for mid-sized and small organizations, career service centers, and individuals worldwide.
Human Resources - IT
User Research, Business Process Analysis, Content Curation
Executives, Customer Success, Implementation, UX Design, Development, QA Testing
We performed interviews with clients to better understand pain points in the workflow and possible gaps of knowledge on our existing walkthroughs.
Why are they frustrated? What are they trying to accomplish? Why do they take a certain path?
We established a set of interviews with Human Resources Subject Matter Experts (HR SME) to identify the most common paths and exceptions to the regular business process.
Are we providing the correct content? Is it available at the right moment? What happens with the first-time user experience? How can we make it better? Can we deliver these changes in time for our client's urgent pre-scheduled kickoff?
We had the content right!
What we needed was to reorganize it so that it guides the natural business flow. Our users are expert users, so they don't need to have a mere introduction to the features, they need to know where is the starting point, how the flow goes, and to get it right from the first time.
Our solution, to prescribe another workflow. We preserved the content and moved it around!