THE PROBLEM:

New users were having a difficult time learning how to use the app.

CONSTRAINTS:

The solution must be available to new users on all platforms, iOS, Android, and the Web.

THE TEAM:

1. Product Designer - myself
2. Data Scientist - TJ Cox

GOALS:

1. Demonstrate the app's core value to the user
2. Teach the user how to use the app during onboarding

Journey Map.png — Analysis: Research // Qualitative user findings

New users were struggling with how to get started in the app and learn basic functionality on both iOS and Android.

ANALYTICS // QUANTITATIVE METRICS

We established a base point to start measuring from and decided what areas to measure.
*For this study I speak about metrics in a general sense to protect the privacy of Voxer.

POSSIBLE SOLUTIONS:

A) Provide an onboarding tutorial video in the new user sign up sequence

PROS:
1. All new users will see the video if it is embedded in the new user sign up flow
2. Visual demonstrations can show users how to use the app

CONS:
1. Users may want to skip the video and experience the app first hand
2. Teaching a user how to do something outside of the context is not ideal

B) Prompt users to interact with Voxerbot and learn in context

PROS:
1. We can engage the user while they are using the app
2. The user can learn through doing instead of watching a video

CONS:
1. The user may not interact with Voxerbot since it is not required
2. The user may not discover the Voxerbot chat immediately

We explored option B using the Voxerbot option and iterated on it several times.

VOXERBOT ITERATION 1:

Previously: Voxerbot was solely used as a place to change your username or photo.

Iteration 1: We prepopulated Voxerbot so the user would see "Try out Voxer in this chat!" in the chat list. Once the user entered the Voxerbot chat we triggered a gif showing the user how to send a message and then prompted them to try and send a message back.

Findings: We found a +50% increase in iOS users interacting with Voxerbot.

VOXERBOT ITERATION 2:

For the next iteration we wanted to make the experience even more interactive by highlighting the live voice of our app. We kept the first few messages the same but changed the response from Voxerbot. When a user sent an audio, Voxerbot responded back with an audio instead of text so the user could see the quick back and forth that live voice provides. We also changed Voxerbot to respond back with the same media that the user sent, so if a user sent an image Voxerbot would respond with an image and so on.

CONCLUSION:

Overall more users are consuming messages and interacting with voxerbot. Initial research suggests users are understanding the live voice portion of the app but further research needs to be done in this area.

NEXT STEPS:

Keep experimenting and make informed design decisions using data. We will also look beyond day one to see where and how Voxerbot can provide help in the larger scheme of user retention.

Voxerbot