Why
A need to create an online on-boarding journey which would replace the paper and labour intensive version.
Challenge
Depending on the route the user takes this will dictate the number of questions the user can be asked for their application. Access for numerous applications to be viewed by the user and a way for the CS team to manage these.
Solution
A single focus form that helps the user to self-serve. Creating a dashboard for applicants and importantly a back office for the CS team to manage all applications.
Interviews
To understand the issues and problems we interviewed the two main user groups. Applicants and the Cycling Scotland team.
We spoke with 3 applicants and 5 members of the CS team.
Insight 01
Application process is extremely slow and paper based.
Insight 02
Managers are required to call around twenty team members for an update on all current applications.
Insight 03
Applicants would like to self-serve their multiple applications in one place and know that support is there if needed.
Ideation
Working with the team to identify, discuss and solve potential challenges. One example being the number of questions being asked for the on-boarding journey and how to maintain user focus. I find that quick hand illustrations help find solutions faster.
Prototype
Proof of concept that was created with the team before being used for testing with Cycling Scotland to review and refine before moving on to design.
Back Office Prototype
Collaborating closely with the development team to help create a prototype back office that was thoroughly tested by the Cycling Scotland team using it on a daily basis.
On Boarding
Questions batched in related groups. Groups of 4 questions max. Progress bar to help set expectations and number of steps highlighted.
Mobile Experience
User research shows that most users would complete the journey on desktop devices and research via mobile. Either way the mobile journey had to be as equal as possible.
Illustration
Returning Customer
On Boarding Time Lapse
Learning 01
The outcome of the project would have been really different if there was no opportunity to speak with the two different user groups. Ultimately it is successful because of their insights.
Learning 02
Another reason this is a success was team work. The team and client bought in to the concepts and reasoning. We were fortunate enough to spend a lot of time with the client and almost become part of their team.
Learning 03
The onboarding journey could have been long, boring, off-putting and confusing. If we didn’t take steps to understand the variants, question them and then design a process that not only simplified the journey to single steps for the user but injected a little bit of personality in to it.
Nominated for Best Digital Design
at The Nods 2020
My Deliverables
UI / UX
Illustrations
Animation
Photography
Cycling Scotland