NEW USER EXPERIENCE
I designed in-context tutorials to simplify onboarding for second-wave enterprise admins. The final solution is a flexible library for 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
We used support volume data from across the platform to identify focus areas for the MVP onboarding experience.
DISCOVERY
I worked with a researcher to establish a solid fact base for design. We used support volume data from across the platform to identify tutorials for the MVP.
Pain points
• Interruptions
• Platform awareness
• Live training access
• Remote learning
UX considerations
• Learning format
• Invasiveness
• Discoverability
• Progress
• Relevance
• Personalization
DESIGN
Our team created a permissions-based onboarding portal to help admins quickly learn features essential to their role.
Learning icon provides navigation access to platform education tools
Tutorial settings allow users to personalize in-context assistance
Expanded quickstart guide with in-line video module
Guided tutorial for editing Hours of Service (HoS) logs (expanded table row with popover)
Guided tutorial for editing Hours of Service logs (modal with how-to guide and tooltip)
Company: Samsara Timeline: 2 weeks for research and 3 weeks for design Contributors: Nichole McNeil (UXR lead), Alana Anderson (Product manager), Stephen Kui (Senior product designer - compliance team SME), Ishann Kansal (Product designer - Visual research and competitive audit), Witold De La Chappelle (Senior engineer), Jonathan Cobain (Engineering manager), Molli Simpson (Senior product manager), and Matt Basham (Design manager)