Snapask Onboarding Process Redesign
UX Flow, Wireframe, Prototype, UI Animation
Product manager, UX researcher, UX writer, product designer
Why did we redesign?
The previous on-boarding process only allowed users to ask questions after creating an account. However, based on the research, the users of Snapask were mostly frustrated in the stage of signing up. The reason for that was the time-consuming and tedious process which required users to verify their emails, phone numbers, and unnecessary information. Therefore, most of the potential clients gave up registering even before experiencing Snapask’s service.
To let potential users experience the service of Snapask by asking a question without registration and simplify the process of registration.
After the newer version launched with the redesign of landing page, the on-boarding dropping rate decreased from 70% to 28%.
Asking question on the landing page
The intention of “Get Started” button flow was to let students ask their first question on the Landing page so that they will have a comprehensive experience of Snapask service and the values Snapask created for them.
Walkthrough Page Flow
Before the prototype, I architected the UX flow as below to ensure the front and back-end logic with developers and communicate with PMs, costumer services, and content strategists.
Simple Sign-up Process
Beside the call-to-action button, my team and I simplified the way of registration from 4 steps to 1 step by only asking the users to verify their phone number and adding a third-party entrance (based on the region).
Simplified the way of creating account
For the first time users, Snapask offers asking question for free 3 times. In the previous version, the users could get their 3 free quotas after creating account. After the development of the call to cation button on the landing page, the new distribution flow were changed as below:
To change the previous flow, my team and I needed to make sure all the scenarios were considered and synced up with mobile behaviors so that we could prevent users face certain potential frustrations. Click here to view the user scenarios chart.