Redesign the OpenDNS onboarding experience to provide a seamless user flow
What should people's first-time experience on OpenDNS be and how do I demonstrate to them the value while onboarding them?
This was a one-week design challenge where I was an independent contributor. I was involved in research, interaction design, prototyping, and validation of the designs.
Convoluted Initial Setup
The initial setup flow involved the need to shift between multiple tabs, moving from one screen to another, thereby making the setup process arduous and confusing.
Value of Product Not Obvious
After setting up, the existing onboarding flow does not show the value of using OpenDNS upfront. Empty graphs and a mass of text do not help a first-time user get a sense of the unique selling point of using the services.
Providing a straightforward experience by eliminating the need to jump between multiple tabs or pages, and keeping the onboarding limited to a singular flow helps with retaining the attention of a first-time user.
Value of product presented up-front
One of the biggest drawbacks noticed was the inability of the product to present its value during onboarding. Introduction of product snapshots, clear empty states, and responsive feedback loops helped in creating a simple yet powerful onboarding experience.
Key Design Changes
Conducted 6 usability tests that helped with understanding the pros and cons of the two different concepts. Also, this process helped with iterating on interface level details. The two concepts were then compared based on the data collected from the usability tests which helped in picking one design flow to go forward with for the onboarding process.
If I were to work on this more...
Activity Volume - I would like to work on the Overview tab. I feel there is a lot of scope for improvement with the “Activity Volume” chart, it is quite ambiguous and does not deliver much value. Also, it does not contain an empty state chart — that is — when there is no data to display; that is something I’d like to put more thought into.
Visualization - The visualizations on reports are a lot more lucid that the overview tab. Probably, I’d like to delve deeper into what data is being presented and what respective alternative charts could be used to represent that data.
Onboarding Snapshot Animation - The current snapshot design shows what the product is capable of, but effective onboarding processes have neat animations that very subtly show what functionality the product is capable of. How can this be done for an enterprise product like OpenDNS is something I’d like to work more on.
What did I learn?
Planning - I planned the entire process and this roots from experiences where I have failed in proper planning to executive a good design deliverable.
Data to the rescue - When I was stuck with two good solutions, I decided to use data to pick the better of the two to work on further.
Finding a focus - I was stuck at a point when I realized I was trying to solve for all the problems I noticed, which is when finding a focus to work on for this short project really helped.