Get Started

Get Started with Compass was a 5-week initiative focused on evolving our passive-onboarding  experience. We redesigned and shipped Get Started 2.0 (iterating from 1.0) to improve activation and retention by guiding users through key product journeys tied to core jobs-to-be-done in Compass.

In parallel, I created a system with Get Started 2.0 that enabled other teams to introduce their features to Get Started, and began exploration on Get Started 3.0—a persistent, more scalable onboarding experience with a refined UX.

Solution

Onboarding Admins  with  Journeys

A passive onboarding experience for users to complete at their own pace. Get Started 2.0 guides users through steps, navigates them to specific-areas of the product (that might be challenging to discover), and helps them accomplish an end-to-end journey that's vital for them to get the most out of Compass.

Tasks

Single-stepped actions for lower-priority features (not JTBD’s) that didn’t fit seamlessly, or leverage some of the complex mechanics of Get Started Journeys. Enabled teams to get exposure, without being chained in to creating 'Journeys'

Onboarding Standard Users with Get Started 3.0

After learning from Get Started 2.0, that users drop-off from steps, a persistent passive-onboarding experience was created in Get Started 3.0.

Get Started 3.0 integrates steps, documentation, and clarified the value-props of completing a Get Started Journey.

The Onboarding System

Designed a system composed of several pieces such as Journeys, Tasks, Spotlight Tours, Notifications, Integrated Modals, and more to help teams build their own Get Started Journeys,

Future Journeys

Coordinated with other product teams on Compass to plan for more Get Started Journeys.

Impact

64%

Of users completed at least one step, from any of the journeys, and 41% (+16%) of users completed at least one journey. Up by +21% from Get Started 1.0.

69%

Of users that complete at least one 'Get Started Journey', end up creating another, indicating strong adoption.

44%

Of users engage with, and complete at least one 'Get Started Task'.

New Product Pillar

A modular system for teams to create tailored onboarding experiences for their features.

Insight for Get Started 3.0

Most customers take on average, 3 days to complete their first Journey, valuable insight that could help us design, Get Started 3.0.

Context

Role & Responsibilities

  • Lead design end-to-end for Get Started 2.0, and visioned up Get Started 3.0
  • Partnered with product, and data science to better understand the problem, and gaps with the initial feature.
  • Lead cross-team workshops to align on user journeys for solution.
  • Defined a system for the feature, how to scale it, and the next several iterations (beyond the initial product scope).

Team

Product Designer

Product Manager

Feature Lead & Architect

Timeline

5 Weeks

The Problem

Customer Problem

Customers lack clear guidance on next-steps after the ‘initial onboarding’.

Many users churn before, and after they set up the product, and engage with core features such as the Catalog, the Activity Feed, Templates and many more.

Business Problem

Compass struggles to activate and retain users, where only about 31% return to Compass after W2.

Hypothesis

If Compass can provide users guidance in setting up and exploring the products’ many features, then Compass will see an increase in:

  • W2+ Retention
  • Activation, where users are continuing to successfully setting up their Compass-site through tasks such as connecting tools, inviting team-members, etc.
  • Engagement in it’s core feature set like Scorecards, the Activity Feed, Templates, etc.

Archetypes

Compass Admin

Determine if Compass is useful for their engineering org’, and communicate Compass’ value upwards (to engineering leadership), and ensure Compass is successfully set up for their engineering org.

Standard User

Onboarding and use Compass successfully in their day-to-day tasks.

The Process