Workplace onboarding

Insight Timer – Workplace Onboarding

UX & RESEARCH – 2023

Overview

Enterprise, also referred to ‘Insight Timer Workplace’ from a user perspective, is a critical part of achieving the vision for Insight Timer. Therefore, enabling a simple onboarding that collects the relevant data from each user is essential to making sure users are able to join their Workplace with ease.

The problem

Data shows that on average, 50% of users who were invited to a Workplace did not complete onboarding. By increasing this number we will increase the number of active Workplace members.

The current onboarding for enterprise employees is long and convoluted causing significant drop off from invite to active users.
Enterprise Onboarding does not collect adequate information from sign ups needed to personalise their experience as well as for data benchmarking & analytics.
Enterprise onboarding does not enable the seamless sign up to create or join a premium workplace.

Identifying use cases

The workplace product is complex, as there are many different entry points and flows. All were identified in order to make sure that possible flows were considered and designed consistently. Type of entry points (invites): Word of mouth (self service), Email invite (web vs app), QR code. Type of workplace: Free, Plus. Type of user: New users, Existing guest users, Existing free signed up users, Existing signed up premium users. Out of the listed user types, there are further subgroups dependant on their persona, e.g are they the workplace admin or are they an individual contributor, roles determine different available admin settings.

Current flow analysis

Identified areas to improve:

Remove premium pay walls (currently show twice for new to app users)
Simplify overall flow, there are currently up to 24 screens before signing up. A user must go through a guest onboarding before signing up to the workplace
Remove irrelevant questions that currently do not bring any value to user or the business
Brand the experience to match workplace branding for a more consistent experience
Send comms to users throughout the flow, including when they join and include benefits
Push all users to use in app onboarding as current web functionality is limited
If a user does not have a workplace domain email, the user will be blocked from continuing the onboarding process. Some companies have employees who do not have a workplace domain, so there is an opportunity to help the user gain access

Improving the flow

Taking into consideration both user and business needs, in addition to compliance questions/email verification to set up accounts.
User needs:

Combining guest, consumer and workplace questions into one experience including: verifying work email to match workplace invite, full name, date of birth, made for you (customisation) questions and removing the consumer paywall for all workplace onboarding scenarios. We will also land the user on a contextual screen with information about their type of workplace (free or premium).

Business needs:

Add workplace persona related questions for customisation and admin requirements.

You can view an example of the improved flow for new users joining a free workplace on Insight Timer here

New experience

Identified areas to improve:

Updated user invites and in app landing experiences included plus and free versions

Updated copy and branding to match current workplace offering

Reduced steps from maximum 24 to maximum 11 screens

Kept experiences across different entry points and flows consistent and added relevant steps depending on use case

Added additional step to request access to a workplace if the user does not have a workplace domain but does have an invite, this helps the user get back onto the happy path

Ensured all required onboarding data questions are included to maintain compliant

🎉 New onboarding outcome: increased conversion from 50% – 74.9% 🎉

Example flow: free workplace sign up for existing user