Onboarding analysis

Page 1

PHASES

Research

Buying

Gain awarness

SUCCESS / GAINS Sparkling interest

CUSTOMER STEPS

Physical objects /product

TOUCH POINTS

Messaging

Digital content

COMPANY STEPS

Check Airtame’s social media

Buy a test unit

Setting users’ expectations

Ask questions from social media or chat

Set digital content online

Answer questions (intercom)

Social media

Blog posts

Chat

Sign-up for newsletter

Content for tailored newsletter

Front page

Sign-up for a call: phone call / demo call

Decision making process

AIRTAME’S ACTUAL FLOW

Approval from the finance department

Buy 1 - 3 units

Send link to customized invoice

Use cases

Newsletter #1

Shoppify

Link with invoice

Demo - call

Wait and receive instructions

Do a succesful set-up

Read instructions / open links

Receive product

Device set-up

Booked phone - call

Give constant support

Web store

Shoppify confirmation

Booked phone - call

Send extra resources needed

Help center

Succesful first streaming

Become an expert on airtame’s features

Succesfully set-up the cloud

Succesfully display a dashboard

On boarding # 1

On boarding # 2

Chat

Newsletter #2

Newsletter #3

Booked phone - call

Product package

Product & accesories

Instructions

Get started flyer

Funding approval for purchasing

Keep the device

Re-purchase

Display google slides

Insight highlight: P1, P2 & P3 Questions to problems

Optimizing set-up

Set-up airtame cloud

Use / test the airtame

Personal approval

Keep using the device

Team approval

Actionable insights matrix Return device *

[LOOP]

Re-purchase

Return device *

Re-purchase

Give feedback

Money refund *

Customer journey: Insight overview Road map: Insight implementation Give constant support

Newsletter #4

On boarding # 3

Booked phone - call

Chat

Receive device and refund money

Open a return process *

Open a return process *

Help center cloud set-up

María Angelica S. Service Designer March 2017 Airtame app

Sell airtame inside

Roll-out

Customer journey: Actutal Flow

Get started web page

Help center

Exploring new use cases

On-boarding colleagues

Optimize set-up and environment

Get ready to set-up

Customer journey findings transformed into actionable insights

Do call: Demo-call / phone call

Product page

Setting-up

Waiting

Succesfully received the device

Confirm research

Testing / personal approval

Newsletter #5

Receive feedback

Blog post

On boarding # 4

Airtame cloud

Give constant support

On boarding # 5

Booked phone - call

Cloud confirmation

On boarding # 6

Newsletter #6

On boarding # 7

Newsletter #7

On boarding # 8

On boarding # 9


PHASES

Research

Buying

Gain awarness

SUCCESS / GAINS

CUSTOMER STEPS

Buy a test unit

Sparkling interest

Setting users’ expectations

Check Airtame’s social media

Ask questions from social media or chat

Setting-up

Waiting

Succesfully received the device

Sign-up for a call: phone call / demo call

Decision making process

Approval from the finance department

Buy 1 - 3 units

Wait and receive instructions

Do a succesful set-up

Read instructions / open links

Receive product

Device set-up

Succesful first streaming

Questions to problems

Become an expert on airtame’s features

Succesfully set-up the cloud

Optimizing set-up

Set-up airtame cloud

[LOOP]

Physical objects /product

TOUCH POINTS

Messaging

Digital content

COMPANY STEPS

Set digital content online

Answer questions (intercom)

Social media

Blog posts

Chat

Content for tailored newsletter

Front page

Do call: Demo-call / phone call

Product page

Send link to customized invoice

Use cases

Newsletter #1

Demo - call

Booked phone - call

Give constant support

Send extra resources needed

Give constant support

Succesfully display a dashboard

Use / test the airtame

Web store

Help center

Link with invoice

Shoppify confirmation

On boarding # 1

On boarding # 2

Chat

Newsletter #2

Newsletter #3

Booked phone - call

Product package

Product & accesories

Instructions

Get started flyer

Help center

Keep using the device

Team approval

Return device *

Re-purchase

Return device *

Airtame app

On boarding # 3

Booked phone - call

Chat

Funding approval for purchasing

Keep the device

Re-purchase

Re-purchase

Newsletter #5

Receive device and refund money

Give constant support

Receive feedback

Blog post

On boarding # 4

Airtame cloud

Give feedback

Money refund *

Open a return process *

Open a return process *

Help center cloud set-up

Newsletter #4

Sell airtame inside

Roll-out

Display google slides

Personal approval

Get started web page

Shoppify

Booked phone - call

Exploring new use cases

On-boarding colleagues

Optimize set-up and environment

Get ready to set-up

Confirm research

Sign-up for newsletter

Testing / personal approval

On boarding # 5

Booked phone - call

Cloud confirmation

On boarding # 6

Newsletter #6

On boarding # 7

Newsletter #7

On boarding # 8

On boarding # 9


PHASES

Research

Buying

Gain awarness

SUCCESS / GAINS Sparkling interest

Buy a test unit

Setting users’ expectations

Confirm research

Testing / personal approval

Setting-up

Waiting

What are our values?

Customer segments

Optimize

Get ready Highlight the “why” in our business can help Impact: to set-up us to better direct our marketing content/webpage and align with the support service we offer.

set-up and Impact: Understanding the specific ways each of our environsegments is interacting ment with our product, so we can develop our product taking their needs into account.

Areas involved: Marketing / Web design / Management Succesfully

Areas involved: Product / Support Do a succesful set-up

received the device

Starting point: Discovering the “Why“ workshop

Exploring new use cases

On-boarding colleagues

Succesful

Succesfully

first Customer research set-up thefrom education / Starting point: streaming cloud Collecting the information the company already has

Become an expert on airtame’s features

Succesfully display a dashboard

Sell airtame inside

Funding approval for purchasing

Roll-out

Keep the device

Re-purchase

Display google slides

Who buys & who sets-up

CUSTOMER STEPS

Check Airtame’s social media

Ask questions from social media or chat

Sign-up for newsletter

Sign-up for a call: phone call / demo call

Decision making process

Approval from the finance department

Buy 1 - 3 units

Impact: Have a clear overview of customers’ own flow Waitand and better integrate with it. Read insreceive instructions

Receive product

Areas involved: Support / Product

Device set-up

tructions / open links

Questions to problems

Starting point: Mapping out the segments’ stakeholders + Level of impact and create a strategy to approach them

COMPANY STEPS

Digital content

Set digital content online

Content for tailored newsletter

Do call: Demo-call / phone call

Send link to customized invoice

Give constant support

Blog posts

Front page

Product page

Use cases

Shoppify

Web store

Messaging

Chat

Newsletter #1

Link with invoice

Demo - call

Booked phone - call

Shoppify confirmation

Booked phone - call

Give a clearer look to Help thecenter content in the webpage connecting the customers specific needs to the content

Starting point: Analysis of the videos recorded in On boarOn boarNewsletter Newsletter hotjar Chat ding # 1 ding # 2 #2 #3

Product package

Personal approval

Keep using the device

Team approval

Return device *

Re-purchase

Return device *

Re-purchase

Money refund *

Receive device and refund money

Open a return process *

Open a return process *

Give feedback

Give constant support

Receive feedback

Emails flow

Help center Impact:

Booked phone - call

Use / test the airtame

Give constant support

Website interaction Social media

Set-up airtame cloud

[LOOP]

Send extra resources needed

Areas involved: Web page / Product / Marketing

Physical objects /product

TOUCH POINTS

Answer questions (intercom)

Optimizing set-up

Product & accesories

Instructions

Get started flyer

Get started Impact: web page

giving

Help center cloud set-up

Better control of the type of content we are

Blog post

Areas involved: Web page / Product / Marketing Starting point: Analysis of the videos recorded in hotjar + Defining more clearly what are the goals from Newsletter On boarthe web page #4 ding # 3

Airtame app

Booked phone - call

Chat

Newsletter #5

On boarding # 4

Airtame cloud

On boarding # 5

Booked phone - call

Cloud confirmation

On boarding # 6

Newsletter #6

On boarding # 7

Newsletter #7

On boarding # 8

On boarding # 9


PHASES

Research

Buying

Gain awarness

SUCCESS / GAINS Sparkling interest

Buy a test unit

Setting-up

Waiting

Succesfully received the device

research

Exploring new use cases

On-boarding colleagues

Optimize set-up and environment

Get ready to set-up

Package arrival time Confirm

Setting users’ expectations

Testing / personal approval

Do a succesful set-up

Succesful first streaming

Become an expert on airtame’s features

Succesfully set-up the cloud

Succesfully display a dashboard

CUSTOMER STEPS

Check Airtame’s social media

Sign-up for newsletter

Sign-up for a call: phone call / demo call

Decision making process

Approval from the finance department

Buy 1 - 3 units

Wait and receive instructions

Read instructions / open links

Receive product

Device set-up

Questions to problems

Optimizing set-up

Set-up airtame cloud

Use / test the airtame

Personal approval

Keep using the device

Impact: Find out if it is the amount of people what makes the difference, or a better design of the proRe-purcess for the users chase

Team approval

Return device *

Return device *

Re-purchase

Answer questions (intercom)

Content for tailored newsletter

point: Have a measure point the amount of answers we can get after the on-boarding project

No actions at all

Impact: Define the relevant content forSend thelink custoDo call: to mers and /make it accesible for them customized Demo-call phone call

invoice

Give constant support

Send extra resources needed

Give constant support

Open a return process *

?

Open a return process *

Areas involved: Support

Physical objects /product

TOUCH POINTS

Messaging

Digital content

Starting point: Gather timing information from the logistics team + Tiem offer from distributors

Social media

Blog posts

Front page

Product page

Use cases

Packaging graphic design

Shoppify

Web store

Help center

Help center cloud set-up

Get started web page

Help center

Blog post

Newsletter #1

with Areas involved: Management / ProductLink invoice

Shoppify confirmation

Booked phone - call

Booked phone - call

for selling

Receive feedback

Areas involved: Support / Product Starting point: Define which are the tools we can give / share with the customers to help them sell Airtame internally

Impact: Starting point to the on-boarding process for the customers that don’t bring a complete experience On boarding # 1

On boarding # 2

Chat

Newsletter #2

Newsletter #3

Newsletter #4

On boarding # 3

Chat

Newsletter #5

On boarding # 4

On boarding # 5

Starting point: Analysis of re-order pricing + Design that requires less impact in the price

Demo - call

Impact: Customers need a better guidance Receive Give device and the product inside their organizations constant refund support money

Dead-end

Impact: Align the package to the actual visual identity the company has Chat

Give feedback

Money refundStarting *

Help center awareness

Set digital content online

Re-purchase

Areas involved: Support [LOOP]

COMPANY STEPS

Keep the device

We are not enough

Areas involved: Support (Logistics) Starting point: Gather timing information from the logistics team + Time offer from distributors

Funding approval for purchasing

Display google slides

Impact: Understand its relation with the whole experience and find out where the improvement can be designed

Ask questions from social media or chat

Sell airtame inside

Roll-out

Cloud confirmation

On boarboarAreas Newsletter involved: On Support ding # 6 #6 ding # 7

/ Web design

Newsletter #7

Starting point: Create a link to the actual on-boarding guide giving something back to the customers after typing in their email Booked phone - call

Product package

Product & accesories

Instructions

Get started flyer

Airtame app

Booked phone - call

Airtame cloud

Booked phone - call

On boarding # 8

On boarding # 9


PHASES

Research

Buying

Gain awarness

SUCCESS / GAINS Sparkling interest

Buy a test unit

Setting users’ expectations

Testing / personal approval

Setting-up

Waiting

Optimize set-up and environment

Get ready to set-up

Succesfully received the device

Confirm research

Exploring new use cases

On-boarding colleagues

Do a succesful set-up

Succesful first streaming

Become an expert on airtame’s features

Succesfully set-up the cloud

Succesfully display a dashboard

Sell airtame inside

Funding approval for purchasing

Roll-out

Keep the device

Re-purchase

Display google slides

Where is the feedback going?

CUSTOMER STEPS

Impact: Have a permanent access to what the customers are finding problematic or positive from the product Check Airtame’s social media

Ask questions from social media or chat

Sign-up for newsletter

Sign-up for a call: phone call / demo call

Decision making process

Approval from the finance department

Buy 1 - 3 units

Wait and receive instructions

Read instructions / open links

Receive product

Device set-up

Questions to problems

Optimizing set-up

Set-up airtame cloud

Use Areas / test the airtame

Keep using PersonalSupport / Product involved: approval

Team approval

the device

Re-purchase

Starting point: From the information gathered create stadisticsReturn that help us to Re-purcreate an action plan Return

[LOOP]

device *

device *

chase

Give feedback

Money refund *

Feedback from returned devices

COMPANY STEPS

Set digital content online

Answer questions (intercom)

Content for tailored newsletter

Do call: Demo-call / phone call

Send link to customized invoice

Give constant support

Send extra resources needed

Give constant support

Impact: Analyse the customer expectations making clear whichOpen information should be in athe media Open a

Receive device and refund money

return process *

return process *

Areas involved: Support / Product

Give constant support

Receive feedback

Physical objects /product

TOUCH POINTS

Messaging

Digital content

Starting point: From the information gathered create stadistics that help us to create an action plan

Social media

Blog posts

Chat

Front page

Product page

Use cases

Newsletter #1

Demo - call

Booked phone - call

Web store

Help center

Link with invoice

Shoppify confirmation

On boarding # 1

On boarding # 2

Chat

Newsletter #2

Newsletter #3

Booked phone - call

Product package

Product & accesories

Instructions

Get started flyer

Booked phone - call

Help center cloud set-up

Get started web page

Shoppify

Help center

Newsletter #4

Airtame app

On boarding # 3

Booked phone - call

Chat

Newsletter #5

Blog post

On boarding # 4

Airtame cloud

On boarding # 5

Booked phone - call

Cloud confirmation

On boarding # 6

Newsletter #6

On boarding # 7

Newsletter #7

On boarding # 8

On boarding # 9


ACTIONABLE INSIGHTS MATRIX Depiction of the insights we can work on further more and the ones affected by the on-boarding project

Insights from the customer journey Management

Marketing team

Support team

On-boarding project Sales team

Web page team

Product team


CUSTOMER JOURNEY: INSIGHT OVERVIEW General overview of the customer journey actionable insights

Research

Buying

What are our values

Who buys & who sets-up

Waiting

Setting-up

Package arriving time

Testing/Personal approval

On-boarding colleagues

Exploring new cases

Roll-out

We are not enough

Not actiosn at all

Feedback from retuned devices

Where is the feedback going?

Help center awarness

Customer segments Website interaction

Packaging graphic design

Emails flow

Dead end

Not started Started On-boarding project

ROAD MAP: INSIGHT IMPLEMENTATION Road map presenting the action plan with the “not started� insights compared to the on-boarding flow

March On-boarding project I

April On-boarding project II What are our values Website interaction

Management

Sales team

Marketing team

Web page team

Support team

Product team

May Gather feedback

June

Packaging graphic design

We are not enough


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