About The Predictive Index
The Predictive Index is a talent optimization company that businesses use to hire, inspire, and retain talent inside of their organizations. Company’s utilize PI’s software platform to administer and interpret the results of their workplace assessments.
During 2017, the company did a significant redesign of it’s product experience. The Predictive Index had a chance to reimagine it’s onboarding experience to support customers as they transitioned onto the new product experience. Additionally, internally teams were concerned that the update would lead to an increase in tickets for the customer support team.
As Lead Learning Experience Designer, I led the strategy, design, and development of a software onboarding experience. I aligned a group stakeholders from product, product marketing, support, and customer success to collaborate with on the project.
During a kickoff meeting, the group identified 2 target audience groups that we needed to support during the platform transition: current and new users.
As the Lead Learning Experience Designer, my next step was to lead a collaborative brainstorming session with the wider group to better understand the 2 audience groups. The activity focused on the following questions:
- What do the user groups currently know, do, and feel?
- What do we want the them to know, do, and feel?
After the group had a better understanding of the target audiences, we aligned around the following opportunity areas:
- How might we support existing users during their transition to the updated platform?
- How might we support new users as they engage with the platform?
- How might we enable users to gain proficiency with the platform, therefore enabling them to get their tasks done?
As the Lead Learning Experience Designer, I quickly began to ideate and prototype possible solutions to help aid these two user groups.
I utilized best practices related to cognitive load theory, information mapping, content chunking, and performance support to determine what pertinent information would be relevant for both groups.
The first concept I explored centered around a welcome modal that would be shown to users the first time they logged into the platform after the redesign went live.
For current users, the modal would focus on highlighting the value of the redesign and introduce them to new features and functionality on the platform. For new users, the modal would focus on setting context about the platform and the value it could provide them and their organization. For each scenario, the modals were no more than 7 screens in order to not overwhelm users cognitive load.
The second concept I explored was a help center that contained guided tours. Each guided tour walked users through step by step instructions as they completed tasks within the platform. Users could dismiss and access the guide center at any time by clicking a question mark in the right hand corner of the software platform.
After prototyping and aligning on the goals of the solutions, the final onboarding experience was released to users. It consisted of a welcome modal and getting started checklist that contained 10 targeted product tours introducing users to key product features and functionality. Feedback from customers around the new experience from customers was positive and the team saw a reduction in customer support tickets.