Tekmetric
Self Guided Onboarding
At Tekmetric, when new auto shops purchase a subscription, it takes up to a week to
fully onboard them onto the product. This is because the current onboarding process
is handled by an internal team. This experience quickens the integrated onboard
experience allows shops to set up their account independently and thus reduce churn.
fully onboard them onto the product. This is because the current onboarding process
is handled by an internal team. This experience quickens the integrated onboard
experience allows shops to set up their account independently and thus reduce churn.
Project Overview
Our Goals
The metrics we aimed to move were the following:
• Improve NPS score by 11%
• Reduce time spent onboarding shops from 1 week to 2 days
• Reduce churn at the onboarding phase by 5%
• Improve NPS score by 11%
• Reduce time spent onboarding shops from 1 week to 2 days
• Reduce churn at the onboarding phase by 5%
Problem
Mapping the current pain points
To begin my research, I talked to our onboarding team to really understand the
problem at hand by asking, “why does it take a week to onboard?” I learned there’s
a lot of data migration, training, and follow up calls involved in the process to mitigate
the learning curve of the product.
problem at hand by asking, “why does it take a week to onboard?” I learned there’s
a lot of data migration, training, and follow up calls involved in the process to mitigate
the learning curve of the product.
User Research
“I have access to the product but I don’t know where to start.”
The onboarding team is so heavily involved because customers don’t know where to
begin exploring the product when first starting. This is because there isn’t an in-app
onboarding process empowering shops to learn on their own. I created a workflow of
basic set up tasks that shops could do on their own.
begin exploring the product when first starting. This is because there isn’t an in-app
onboarding process empowering shops to learn on their own. I created a workflow of
basic set up tasks that shops could do on their own.
Secondary Research
Choosing what works for auto shops
There’s a lot of different onboarding experiences out there. It was important to design an
experience that non-tech savvy users could navigate through. I gathered inspiration from
a guided wizard experience that focused on completing one task at a time.
experience that non-tech savvy users could navigate through. I gathered inspiration from
a guided wizard experience that focused on completing one task at a time.
Solution
Self Guided Onboarding Experience
I reduced the number of tasks a shop should complete on their own to 2 main areas –
Shop account information and setting up necessary shop tools.
Shop account information and setting up necessary shop tools.
Learnings
Reflection
• Keep the content of UX patterns brief and offer additional help if needed.
• Design empty states on the user interface that guide users on what to do next, giving users a sense of direction.
• After users complete an onboarding checklist, reward them to encourage engagement (e.g., showing a completion badge or offering an incentive).
• A/B test different onboarding UX patterns to make data-driven decisions.
• Design empty states on the user interface that guide users on what to do next, giving users a sense of direction.
• After users complete an onboarding checklist, reward them to encourage engagement (e.g., showing a completion badge or offering an incentive).
• A/B test different onboarding UX patterns to make data-driven decisions.
