ONBOARDING
I designed in-context tutorials to improve the new user experience for second-wave enterprise admins. The MVP is a small 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 full admins
• Admins who are one or more steps removed from Samsara-led training
• Learn via fleet-led or 3rd party training
DISCOVERY
I worked with product and our research lead to establish a solid fact base for design.
We used ticket volume by product area to identify the most important tutorials. Our first priority was a Compliance tutorial for editing HoS (Hours of Service) logs in the dashboard.
Connected Driver Ticket Volume (Q1FY22)
Product areas driving ‘how-to’ support requests
Compliance generated ~2300 tickets for Connected Driver. 60% of those inquiries were admin requests for help editing HoS logs in the dashboard or driver app.
We found that there wasn’t a direct relationship between product expertise and job expertise. Challenges related to interruptions, platform awareness, live training access, and remote learning added complexity to the as-is onboarding experience.
Graphic and analysis by Nichole McNeil
Solution Experience: How familiar are they at using solutions (products) to solve a job.
Job Comprehension: How well a customer understands the job-to-be-done.
Interviews helped us understand our customer’s mindset and pain points. Interruptions, platform awareness, live training access, and remote learning added complexity to the as-is onboarding experience.
Understanding industry-wide onboarding trends helped us shortlist patterns for our use case. Invasiveness, discoverability, progress, and personalization were top of mind UX considerations.
Onboarding trend summary by Ishann Kansal
DESIGN
Our MVP was a permissions-based onboarding portal to help admins quickly learn essential features and build confidence using Samsara to be effective managers.
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 an uncertified HoS log (expanded table row with popover)
Guided tutorial for editing an uncertified HoS log (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 - Onboarding trend summary), Witold De La Chappelle (Senior engineer), Jonathan Cobain (Engineering manager), Molli Simpson (Senior product manager), Miki Setlur (Design manager), and Matt Basham (Design manager)