DIY Onboarding Experience
Launched April 2022
Overview
Goal
Develop a new product offering to expand from a traditional security focused customer base to DIY-enthusiasts.
Product Team
/ Design Lead: Julie Manzi
/ Product Lead: Stephen Sainsbury
Primary Success Metrics
/ KPI 1: 90% of DIY customers successfully install & activate their system within 30 days
/ Specific KPI 1: Keep DIY PSAT the same as FISH PSAT
/ Specific KPI 1: Gain 9/10 ease of use score for full system DIY installation
Account Creation & Initial Set Up
I generated initial user flows and storyboards to map out the customer experience from account creation to device installation.
The user receives a notification that their system has ben delivered. She goes to get the package and begins unboxing. Thee packaging is labelled and there are instructions on how to begin setting up her system.
She plugs in her Hub and uses the app to connect it to her wifi network.
After pairing her Hub to wifi, she begins setting up her devices. There are detailed instructions for pairing and installation.
She tests her devices as she adds them ensuring that they work properly before moving on to the next step.
User Flow
Hub Set UP & registration
User flows were generated to educate, set up, troubleshoot and configure the Vivint Hub.
User Feedback | Onboarding Education
FIndings
Early prototypes and concepts were tested with current customers and potential security system seekers. The goal was to provide meaningful information in a delightful way. Findings suggested that headlines needed to be concise and compliment what the visuals are showing.
Additionally, animations should be used intentionally and , primarily conveying context and value of the product.
The use of animations in this context added very little value to the experience, and users mostly skipped interacting with this page.
The use of animations in the education carousel provides context about their product.
Polish & Implementation
Success metrics for this device setup were 90% set up rate in under 30 minutes. In this phase the copy was refined to ensure user comprehension. Transitions and animations were audited to ensure smoothness.
