Creator onboarding
Context
The creator component is the most complicated part of memberships. Onboarding is important because one of our team’s key goals in 2021 is getting more channels to launch. However, the current onboarding process is time-consuming, and creators often have no idea what to do. This results in a low launch rate.
In 2020 H2, I redesigned the entire onboarding experience to increase readiness, confidence and reduce effort.
My role
I initiated the project, defined the problem area, led a brainstorming session with XFN peers, and defined a comprehensive vision of creator onboarding experience. Coordinating with UXR, I validated early directions and final design while evolving the design to address user concerns. Defined the UX roadmap and prioritized work into phases.
The vision has been transformed into several projects, which resulted in a significant boost in memberships launch and reduced tech debt.
Previous design
“The reason I haven’t done it yet (and I still may do it) is that I have no idea what to do. ”
Gather context and define the problem
I grouped past research findings, design audit, and ideas from XFN peers into 3 main categories:
Readiness
Creators need more info to build the readiness to start memberships
Confidence
Creators need guidance on setting up memberships because they are not sure what’s right
Effort
Completing the launching flow requires much effort due to its complexity
Vision
Creators launch memberships that suit their channels with readiness, confidence and reduced effort.
Research and iteration
Final design
Template & Perk education
Providing guidance on how to set up memberships by providing templates and perk description. This aims at reducing complexity of the flow and giving creators more information so they are confident about their offering.
Improve information hierarchy
Previous design was reported to have frustration and comprehension issues during onboarding as blockers to launch in UXR and Heuristic evaluation. Providing a clear hierarchy of content, and addressing key usability issues.
Before and after
Promo page
Designed a modularized landing page that could scale across all altmon products.
Result
Milestone 1 (Template) resulted in +12% in memberships launch. The average price for a single level offer increases 18%.
Announcement page redesign resulted in +8% overall increase in number of launched creators. -1.49% days spent onboarding
I presented Creator onboarding project in Creator All Hands to 150+ audiences.