Overview

Problem

The number of successful creators were too low when compared to the overall number of sign ups. Our metrics showed most Creators dropped off early on in the onboarding process- Specifically before we were able to acquire meaningful information from them.

Test

Researching the issue

I started by examining the current flow to identify possible pain points before collaborating with or customer support team to identify related issues. In-house user testing session were then held to evaluate how real users are interacting with the process and all concerns were noted.

Several pain points discovered

Understanding the problem

After gathering sufficient data to work with, I determined these specific pain points were hindering users from successfully finishing the task.

The process is too long - Our onboarding process consisted of 12 steps. The original reason for it being so extensive was because we wanted Creators to complete their full profile before proceeding to create content.
Users feel a false sense of completion - There were several dropoff points letting users skip parts of the onboarding process. The mistake here was presuming Creators would take time to eventually finish the rest of the required information.
Creators were confused as to what to do next - Users were unsure of their next steps once they are redirected to their dashboard.

Planning out a solution

I started by reorganizing the structure of the flow, removing steps that only distracted them from their goal. I wanted this process to be quick and simple so Creators would feel less fatigue.

Before

After

I then introduced the Launch Checklist. This checklist served as a list of "to-do" items that were recommended to the Creator thus promoting autonomous behavior.

Executing designs

After several days of research and ideation, I ended up with the final iteration that will be handed off to the development team.

and the newly introduced Launch Checklist

Implementation

Once the designs and documentation was completed, it is handed off to our developers alongside detailed requirements that were written out through Zenhub.

Validating the solution

Unfortunately one of the issues we face is the lack of analytical measurement practice. I will not be able to firmly dictate whether the new Creator onboarding process is proven to be successful or not until the appropriate trackers are implemented.

Future plans

My plan is to continously make the onboarding process as simple as possible. Once we have enough tracking data to study from, I will be making additional changes to further improve the flow.

Collide - Creator Onboarding

Increase the rate of successful creator sign ups.