NEW USER EXPERIENCE
I designed in-context tutorials to simplify onboarding 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 enterprise admins
• Admins who are one or more steps removed from Samsara-led training
• Learn via fleet-led or 3rd party training
We looked at ticket volume by product area to identify the most important onboarding tutorials.
Connected Driver Ticket Volume (Q1FY22)
Compliance generated ~2400 tickets for Connected Driver. 60% of those inquiries were admin requests for help editing logs in the dashboard or driver app.
DISCOVERY
I worked with our research lead to establish a solid fact base for design. Looking at onboarding trends helped us shortlist patterns for our use case.
Pain points
• Interruptions
• Platform awareness
• Live training access
• Remote learning
UX considerations
• Learning format
• Invasiveness
• Discoverability
• Progress
• Relevance
• Personalization
Summary of onboarding trends*
DESIGN
Our MVP was 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)