Summary
I joined Crew as a product design intern to assist the Senior Designer. During my time there, I was able to shorten onboarding time by nearly 15 minutes and reduce the number of steps, decreasing drop-off rates. Let me show you how I did it.
Problem
Goal
Tools
Discovery
To understand the problem, we spoke with 8 different families about their banking experiences, then analyzed them as a team. We identified sign-up as a high-friction part of the process. Noting the desires of our future users, I began to ideate solutions.
Ideation
I used a Bootcamp-style flowchart to ensure that we included the necessary steps but remove painful ones. This allowed for quick adjustments before we ever got to prototypes (there were lots of versions of this)
"This is the customer's first experience. Getting these interactions right increases the odds that families use and love our app."
Gentry Davies, CEO
Prototyping
Wireframing for this project began in the high-fidelity stage because of the simplicity of the designs. I really wanted to avoid distracting from the usefulness of the flow. The design was very minimal and stayed that way until the final designs.
User tests & feedback
We asked a few users to go through the flow and give us feedback in real time while we took notes. The feedback was incredibly valuable, and allowed us to note where users were confused, misunderstood instructions, or felt friction.
I took the notes from these meetings to refine our prototypes to test again.
Iterations
Based on feedback from users, I researched best practices that could help avoid the friction they had felt. I minimized the steps taken to sign up, streamlined the application process, and iterated again and again on the copy. After many iterations, we found a version that reduced sign-up time by nearly 15 minutes, and was intuitively easy to use. Below is an example of a single page with 11 versions.
Iterations: First page of the sign-up flow
Final designs
After tests had achieved our desired results, I presented my findings and designs to the Senior Designer, CEO, and Lead Engineer to get final feedback and discuss implementation. Final designs were approved unanimously.
Documentation & handoff
Following final sign off, I documented each page and prepared them for developer handoff. The first pages defined typical padding and margins, and each page had notes defining components to be used, copy to be used, and other specifications.
