Big Question
How can GoodHabitz onboard new Admin users to quickly and effectively start championing learning at their organizations?
CLIENT
GoodHabitz
ROLE
UX & Project Lead
TEAMMATES
Mieke Hendriks, Lindsay Hendriks
Project Context
GoodHabitz relies on its partner HR and L&D Admins to help run and advocate for learning in their organizations. Admin users work with GoodHabitz Coaches to help set up success plans, however with the company expanding rapidly, not enough Coaches are available for all the users. The Admin team, which I led, identified a need to get users going on the platform ASAP, building in time for the Coaches to connect.
Identifying the gap
A critical part of the journeyDuring my service blueprinting work capturing the flow of information and processes within GoodHabitz, I worked with the Coaching team to map out what a Customer’s entry into the GoodHabitz world looked like. The Coaching team had identified a set of steps that would help a user and their organization get going, however these steps were tracked manually and often got lost.
“If an Admin doesn’t get the learning culture established within 90 days of starting with GoodHabitz, they probably won’t find success.”
What We Heard
Learning from what works (and what doesn't)I first worked with the top performing coaches to gather gather the existing tools and processes they used to help understand the needs and flow of the onboarding tool.
Defining what onboarding looks like
Mapping information for digital guidanceOur first working theory was to create an onboarding flow that mimicked the steps Coaches walked their clients through, introducing the tool, giving a tour of features, and having Admins set up their accounts.
How can we rethink our approach to offer robust platform-based guidance that can shift with the user’s and company’s lifecycle?
The coaching team was changing their approach- they wanted to be able to set milestones and guideposts for their users throughout the year, not just at the initial set up. This had us thinking, can we make onboarding be an experience that helps guide users for longer?
Do users really want onboarding?
Wireframing & Round 1 Prototype
Task page
Dashboard & tool introduction
Invite additional users
Testing and Feedback
“Overall, this feels like a big improvement. Things like the roles are much clearer and it feels much more modern than the stack of PDFs I had when I got started.”
More clarity the better
Admins reacted positively to areas that took time to add clarity to things like roles, rights, and permissions. There is a wish for additional help and reminders later on as they use the platform
With the assistance of our UX Research team, we shared the prototype with new and existing admin users to collect feedback on how it could impact their experiences. In a observed prototype test followed by co-creation discussion, the admins helped us understand where they needed more guidance and what tasks they wanted to wait to complete.
Be straightforward with language
Words like “Your Successplan” or “Your Launchpage” confused the admins, who didn’t understand how these internal tools fit into their experience.
Rethink the order of steps
Taking action right away is not expected or wanted. Admin users wanted to explore the platform on their own before inviting other colleagues or members of their team.
Final Design & Build
The final tool was built by my engineering team, completely on a CMS (a first for the company). This meant that Coaches could go in and update the tasks and materials as needed for their clients to make sure things stayed current and gave the opportunity to deliver the experience in all 17 of our offered languages.
“We were going to buy a tool that did this for 300,000 euros a year. Now we have a much better tool that’s free and easier to manage.”
Thijs Burgmans, Head of Coaches