Spark On-boarding Project

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I'm thrilled to introduce you to the Spark onboarding project! Spark is an incredible recognition program that allows Workhuman employees to celebrate their teammates and managers with special awards.

A huge thank you to Workhuman for the opportunity and support in leading this exciting initiative!

Role: Product Designer

Goal

Make an overall Spark onboarding experience more effective and engaging for the new hires.

Understanding the existing onboarding flow

I dove into the Spark app to discover how new users are welcomed! I explored all its exciting features and gathered relatable content, capturing each step along the way. By thoroughly reviewing the information provided, I gained valuable insights into how we can enhance the onboarding experience. Let's make it even better together!"

Competitive Analysis

Competitive analysis was a pivotal step in my research. By examining the strategies of other companies like PandaDoc, Kudos, UserPilot, and Canva, I identified emerging trends, such as the increasing use of onboarding videos over lengthy text-based tutorials.

By examining these platforms, I discovered a growing trend towards onboarding videos as a more effective means of conveying information than traditional text-based approaches. It also helped me understand how to strategically position the onboarding screen on the website or on mobile.

To gain insights into the onboarding experience of new hires, I employed a qualitative research approach. By collaborating with the research team, I developed a comprehensive list of questions focused on understanding the nuances of navigating the Spark program.

I conducted interviews with six new hires, including both managers and individual contributors, ensuring they had been with the company for at least a week to allow for sufficient interaction with the Spark onboarding process.

During the interviews, I explored several key areas:

Onboarding Completion: Did they complete the Spark onboarding process?
Information Retention: Were they able to recall key information from the onboarding content?
User Interaction: How did they interact with the Spark program and navigate its features?
Content Comprehension: Did they understand the onboarding content and its relevance to their role?
Pain Points: What challenges did they encounter during the onboarding process?
Visual Representation: How effective were the visual elements in guiding their user flow?

Through these interviews, I was able to gather valuable feedback and identify areas for improvement in the Spark onboarding experience.

Research

Observation

New Spark program users often exhibit impatience during onboarding. They tend to skip through the information-rich pages, focusing on the "Next" button rather than absorbing the full context. This rushed approach can lead to a lack of understanding of the platform's features and functionalities, hindering their ability to fully utilize Spark's potential.

Pain points

Through research, we found two pain points:

1. New users are unable to understand whom, when and why to send a recognition

2. Unable to understand which points to select for which award.

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UX Report

After conducting in-depth qualitative research, I presented an engaging UX report to the Research team and stakeholders!

In this report, I clearly defined the project goal and objectives, and I showcased my findings from the qualitative interviews, highlighting pain points, valuable feedback, and actionable recommendations.

Based on our comprehensive research, we determined that a short onboarding video would be the most effective way to introduce the Spark program and its benefits to new users. This video will explain the program's purpose, the appropriate timing and recipients for sending recognitions, and the importance of active participation. By providing clear and concise information in a visually engaging format, we aim to increase user engagement and encourage the widespread adoption of the Spark program. To cater to the specific needs of different roles, we plan to create separate videos tailored to managers and individual contributors.

Solution

Storyboard

I designed the story board for manager and individual contributor which helped me and my team with some rough view on how the onboarding will look.

Script Writing

I presented my storyboard to my manager, stakeholder, and content writer. The content writing team utilized this visual guide to develop a polished and professional script for the project. Subsequently, we engaged in discussions to determine the optimal video length, placement, button design, and subtitle inclusion.