NEW USER EXPERIENCE
I designed in-context learning guides to simplify onboarding for second-wave enterprise admins. The final solution is a flexible library help and onboarding that can be used to customize tutorial workflows throughout the platform.
OBJECTIVE
Increase post-trial retention for enterprise customers
PROBLEM
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 admins
• Enterprise fleet admins one or more steps removed from Samsara-led training
• Rely on internal onboarding tools and processes
PAIN POINTS
• Difficult to complete a module in one session
• Customers aren’t aware of what they dont know
• Training opportunities are rare for non-enterprise customers
• Difficult to learn via phone calls
JOB TO BE DONE
Second wave admins using Samsara for the first time need to quickly learn key features so they can be effective managers and gain confidence using the platform.
Redo chart
DISCOVERY
LOREM IPSUM
UX CONSIDERATIONS
• Learning format
• Invasiveness
• Discoverability
• Progress
• Relevance
• Personalization
HYPOTHESIS
A flexible, guided in-context learning solution will empower users to access help and onboarding tutorials when, how, and where they need it.
Learning icon provides navigation access to platform education tools
Tutorial settings allow users to personalize in-context assistance
Quickstart guide: in-line video module
Guided tutorial: expanded table row with popover
Guided tutorial: modal with how-to guide and tooltip
Company: Samsara Timeline: 8 weeks for design planning, research, strategy and execution Core contributors: Lancy Zhang (Product Manager), Will Ginsberg (Senior Engineering Manager), Max Reconeret (VP of Growth), Andrew Ackermann (Senior Design Director), Rohan Marahwa (Growth Experimentation) and Grayson Yokota (Senior Brand Designer) Stakeholders: Dana Chery (VP of Product Marketing), Janu Flores (Creative Director), MacKenzie Ring (Senior Global Sales Manager), Priscilla Liu (Marketing Manager) and Andrew Deagon (Senior Hardware Manager)