Situation:
It had previously been reported that Lively users were often not setting up their app completely. There was a hand full of features that the user has to enable to get the full of experience of using Lively.
Task:
I was tasked with exploring ways to improve this experience in terms of number of users who complete this setup process. This was to be done by understanding user pain points, and redesigning the task flows in a way that made the process simpler and more intuitive to the end user.
Action
Prior to this project, the team had conducted a heuristic evaluation on the entire app. Because we did not have extensive research on our users, their behaviors, and pain points, we had to use this as our baseline. Using the findings from the heuristic evaluation pertaining to the task flows related to app setup. I began to theorize where pinpoints might exist for users based those heuristics. Collaborating with peers, key stakeholders, and cross functional partners helped me arrive at my hypothesis. I hypothesized that if task flows were simpler overall, had better prompts (CTAs), and if all of the tasks were consolidated, the user would be more likely to set up their app completely. Original Hypothesis: The addition of this user flow, which consolidated app setup tasks in addition to providing the user with a set of prompts meant to motivate the user configure their app. Users will be more likely to finish setting their app. From here I began creating low fidelity wireframes of what consolidated task flow, which I called “app setup flow”.
Result
From here I began creating low fidelity wireframes of that consolidated task flow, which I called “App Setup Flow”. After many iterations and feedback sessions with peers, key stakeholders, and cross functional partners I was ready to conduct an initial usability test on the flow with real users.