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Infoodle required an upgrade to their customer onboarding.
The company desired to see an increase in the amount of users who go to their product platform and sign up without requiring any additional help from the Infoodle support team.
Infoodle is a management platform designed for churches, community and not for profit organisations. The platform is set up to allow users to manage their entire organisation - everything from donations, communications, events and everything in between.
Infoodle approached me as they had a challenge when it came to users logging in and users signing up to the system. After some simple research I concluded that the platform did not identify the customer enough and this became a core attribute to the success of the project.
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At the start of the project I sat down with Richard, CEO of Infoodle, to help me understand who the user is and how they are currently signing up to the platform. It was clear that there were a few challenges around the sign up process. I concluded that with a new refresh this problem could be solved. When designing I wanted the platform to handle single sign-on from multiple different platforms including Xero, Google and Magic Link.
The sign up process was also part of a bigger project for Infoodle where they wanted the user to be able to upload people data from a different source. After understanding the specs from Richard, I needed to ask the right questions and hear the concerns of the user.
A key part to any successful project starts with understanding the user and understanding how they flow through the product. Below is the userflow for the Infoodle onboarding process.
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Before moving on to high fidelity wireframes and mocks, I wanted to get a feel for what the core of onboarding process would feel like, we sat down together and did some basic wire frames. We came up with 3 different concepts. A one pager, a solution where the user is verified first, and then a solution where we break it down in to multiple sections. We choose the last option as we felt that way it created the most person and human centered approach.
The final solution consisted of seven steps. While this sounds like a lot, by having seven slides we could break content down into relevant sections. By showing the user progress on how far they are through the sign up, the user became more comfortable with the entire process.
One of the key things we identified with the user group was that organisations wanted to make sure it felt like their own.
The team and I worked on a way to do that and we implemented the ability to upload the organisations logo and cover shot. This created ownership for the user. It meant that as soon as they logged into the platform the user felt like it was their piece of software.
As Infoodle has many different user groups we wanted the sign up process to work for all of them.
To do this we worked with the team from Infoodle to make the sign up process dynamic based on the selections. Some areas we did this was based on the location of the user, the type of organisation and the role that person played in the organisation.
This forced us to go back to the drawing board around the order of the steps before implementing the design. Overall it has made the sign up process very smooth and easy to follow no matter your role in the organisation.
After understanding the user groups it was clear that we had a wide range of users and we needed to make the sign up process really simple.
We did this by removing the clutter from the sign up process. We also needed to navigate the user to a totally different part of the platform. This meant that we had freedom to switch up the look and feel of the platform. It was important however to ensure the user understood they we still connected to Infoodle during the whole process.
A key value we wanted throughout the whole sign up process was the "human touch" - the support that a user would get through the sign up process. We completed this objective by utilising the left hand column.
Here we put testimonials of customers, the main features of the platform, what the customer expected to get and how to contact Infoodle if the user required help with anything.
During this project, I gained firsthand insight into the potency of design systems, witnessing how they significantly expedite the design process. Additionally, I explored a novel concept involving enhancing sales value within the signup process without overwhelming users. Working with the color teal was a new experience for me, and it was intriguing to navigate the balance between incorporating enough teal onto the page without it becoming excessive.
By working with the team at Infoodle and truly understanding the user we were able to achieve a really great onboarding process. Users are now signing up and enjoying the process.
I really loved the way that Infoodle understood how customising the platform could begin to meet the exact needs of the user.
By working together we created a great solution. This has led to me taking on more projects for Infoodle, including a Login Upgrade and Data Upload which now fit really nicely with the onboard process.
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