Improving on-boarding Experience for a billion dollar conglomerate.

Improving on-boarding Experience for a billion dollar conglomerate.

Experience Design

Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond

The Client

The client is an ed-tech player, part of a billion dollar conglomerate.

The client has a platform for school kids which enables online learning for primary classes.

The Problem

On-boarding experience is not optimum for Tata Studi application; currently the ratio of visits to onboard is 56% which is aimed at 90%.

We redefined the problem statement and narrowed down to the actual problem or root-cause by asking ‘Why?’ does this happen and then iterating the same after getting its answer.

  • Why? – Users lack the motivation to complete the onboarding process.

  • Why? – Non-intuitive process hampers converting from visit to Trial & Subscription.

  • Why? – Lengthy and confusing user journey through onboarding.

Our Approach

We followed Design Thinking process where the team created User Personas, User Journey Maps, Heuristic Studies, Primary & Secondary Research and Competitor analysis.

Identified and defined problems through Surveys and Secondary research for ed-tech sector.

Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond

Ideated different solutions through ecosystem maps, user journey and user personas. Translated into live prototypes.

Our Solution

Designed the platform considering these important aspects.

 

  • Research & Analysis – Discovered the drop-offs in customer journey through primary and secondary research.

  • Personalised Experience – Cut down on steps to on-board and made it more personalised experience.

  • Value Proposition – Added features and value proposition of the application at home screen to encourage parents.

  • Reward Programs – Added reward programs to motivate kids to take the next steps on the application.

A look at our work

Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond
Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond
Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond
Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond
Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond

The Outcome

We were able to achieve these outcomes after following our approach.

Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond

Faster Turn around time​

1

Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond

Motivational push to on-board

2

Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond

Improved engagement

3

Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond

Enhanced Customer Experience

4

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Improving on-boarding Experience for a billion dollar conglomerate., Bids and Beyond

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