GoDaddy Internship 2020: Rethinking the customer onboarding to Digital Marketing Suite
GoDaddy Internship 2020: Rethinking the customer onboarding to Digital Marketing Suite
GoDaddy Internship 2020: Rethinking the customer onboarding to Digital Marketing Suite
A 4 week project from my 2020 GoDaddy Internship
A 4 week project from my 2020 GoDaddy Internship
A 4 week project from my 2020 GoDaddy Internship
A 4 week project from my 2020 GoDaddy Internship
The full version of this project is under NDA, please contact for more details. Here's a shorter version of a few onboarding visual iterations we experimented with:
Problem Space
The conversion rate has been 46.18% as well as the average time spent on the onboarding step is over 1 minute 30 seconds. In addition, only 57.8% of the users who starts the trial and reaches onboarding completes the process.
Project Goal
Increase the conversion and activation rate by analyzing and identifying opportunities to improve the customer onboarding experience.
Audit of existing experience
Competitive Audit
Clarity in value propositions help set better customer expectations.
Feedback & guidance of why behind the data collected during onboarding
Sage guidance in setting up platform integrations for help setup users for cross-channel marketing
Hypothesis
Uncover a desire our customer already has
Inform beforehand what the users sign up for, set expectations asap.
Providing guidance of how will the customer’s business information would be used
Reduce number of fields to shorten the onboarding and provide a easier and quicker conversion
Wireframing & Iterations
Proposed Solution
Clear value propositions setting expectations of the user make it as attractive, marketing our capabilities and reducing questions, we help customers navigate easier through the exercise that needs a text field and preloaded data in the other fields.
We user-tested this solution and here are some of the user testing feedback:
"Really like you put all of it into one place. Kinda reinforces all the concepts and what is it that you’re offering"
"Exactly what I expected to see after introduction page (splash page)- details about my business."
"I didn’t know I would be taken to this page after the product page!"
Next Steps:
Measure feature utilization, conversion, retention and user churn and convert them to KPIs for next steps.Here are a few questions I formulated with my team to plan the next steps.
How many people are using the ally feature during sign up? How many are matching with allies?
Are users completing the sign up process? Where are they dropping off?
What is the user churn? Now that we have the ability to track ally matches, we can know quantitatively for all users whether or not allies improve retention.
Is overall app engagement increasing? Where is most activity occurring? What actions surround that activity?
The full version of this project is under NDA, please contact for more details. Here's a shorter version of a few onboarding visual iterations we experimented with:
Problem Space
The conversion rate has been 46.18% as well as the average time spent on the onboarding step is over 1 minute 30 seconds. In addition, only 57.8% of the users who starts the trial and reaches onboarding completes the process.
Project Goal
Increase the conversion and activation rate by analyzing and identifying opportunities to improve the customer onboarding experience.
Audit of existing experience
Competitive Audit
Clarity in value propositions help set better customer expectations.
Feedback & guidance of why behind the data collected during onboarding
Sage guidance in setting up platform integrations for help setup users for cross-channel marketing
Hypothesis
Uncover a desire our customer already has
Inform beforehand what the users sign up for, set expectations asap.
Providing guidance of how will the customer’s business information would be used
Reduce number of fields to shorten the onboarding and provide a easier and quicker conversion
Wireframing & Iterations
Proposed Solution
Clear value propositions setting expectations of the user make it as attractive, marketing our capabilities and reducing questions, we help customers navigate easier through the exercise that needs a text field and preloaded data in the other fields.
We user-tested this solution and here are some of the user testing feedback:
"Really like you put all of it into one place. Kinda reinforces all the concepts and what is it that you’re offering"
"Exactly what I expected to see after introduction page (splash page)- details about my business."
"I didn’t know I would be taken to this page after the product page!"
Next Steps:
Measure feature utilization, conversion, retention and user churn and convert them to KPIs for next steps.Here are a few questions I formulated with my team to plan the next steps.
How many people are using the ally feature during sign up? How many are matching with allies?
Are users completing the sign up process? Where are they dropping off?
What is the user churn? Now that we have the ability to track ally matches, we can know quantitatively for all users whether or not allies improve retention.
Is overall app engagement increasing? Where is most activity occurring? What actions surround that activity?
The full version of this project is under NDA, please contact for more details. Here's a shorter version of a few onboarding visual iterations we experimented with:
Problem Space
The conversion rate has been 46.18% as well as the average time spent on the onboarding step is over 1 minute 30 seconds. In addition, only 57.8% of the users who starts the trial and reaches onboarding completes the process.
Project Goal
Increase the conversion and activation rate by analyzing and identifying opportunities to improve the customer onboarding experience.
Audit of existing experience
Competitive Audit
Clarity in value propositions help set better customer expectations.
Feedback & guidance of why behind the data collected during onboarding
Sage guidance in setting up platform integrations for help setup users for cross-channel marketing
Hypothesis
Uncover a desire our customer already has
Inform beforehand what the users sign up for, set expectations asap.
Providing guidance of how will the customer’s business information would be used
Reduce number of fields to shorten the onboarding and provide a easier and quicker conversion
Wireframing & Iterations
Proposed Solution
Clear value propositions setting expectations of the user make it as attractive, marketing our capabilities and reducing questions, we help customers navigate easier through the exercise that needs a text field and preloaded data in the other fields.
We user-tested this solution and here are some of the user testing feedback:
"Really like you put all of it into one place. Kinda reinforces all the concepts and what is it that you’re offering"
"Exactly what I expected to see after introduction page (splash page)- details about my business."
"I didn’t know I would be taken to this page after the product page!"
Next Steps:
Measure feature utilization, conversion, retention and user churn and convert them to KPIs for next steps.Here are a few questions I formulated with my team to plan the next steps.
How many people are using the ally feature during sign up? How many are matching with allies?
Are users completing the sign up process? Where are they dropping off?
What is the user churn? Now that we have the ability to track ally matches, we can know quantitatively for all users whether or not allies improve retention.
Is overall app engagement increasing? Where is most activity occurring? What actions surround that activity?